JUNE 2020
ALL THE LATEST FROM THE MIDDLE EAST HOSPITALITY INDUSTRY
IRISH HOSPITALITY
In Focus
MAKING MOMENTS AT MÖVENPICK
BONNINGTON’S STORY IN THE WORDS OF THE GM
A SIXTH SENSE THE HOSPITALITY BRAND THAT HAS PLACED WELL-BEING CENTRESTAGE P38 - HOW QUOOKER HAS ‘TAPPED’ INTO NEW MARKETS
JUNE 2020
Nestlé Professional brings to you Buitoni® Tomato Coulis; only the best tomatoes are picked at their pear freshness to guarantee the highest quality. Buitoni® Tomato Coulis will enhance your pasta, pizza, soups, sauces and is great for salsas, helping you create your own Mediterranean f lavours.
To request a free demo from our chef please contact us: 600 595950 www.nestleprofessionalmena.com /NestleprofessionalfoodMENA
/Nestleprofessionalfoodmena WWW.HOTELNEWSME.COM
On the web Read the latest news, features and much more on our website. www.hotelnewsme.com
JUNE 2020 // ISSUE #024
CONTENTS
12 08 News
24
32 Openings & Launches
GM Interview
38 New player
FEATURES 08 //
NEWS
12 //
OPENINGS AND LAUNCHES
18 //
MAKING DELICIOUS POSSIBLE Nestlé Professional MENA
24 //
COVER STORY Six Senses
32 //
GM INTERVIEW Bonnington Jumeirah Lakes Towers
36 //
NEW PLAYER
38 //
SUPPLIER WATCH
HOTEL & CATERING NEWS ME
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JUNE 2020 // ISSUE #024
CONTENTS
On the web Read the latest news, features and much more on our website. www.hotelnewsme.com
44 40
FEATURES 48 4
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40 //
THE SPA
44 //
CHAIN OF THE MONTH Mรถvenpick Hotels & Resorts
46 //
MARKETPLACE NRTC Group
48 //
TALENT
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3 RECIPES OF FLAVORED BUTTER CREATED BY
CHEF DIMA HAMATI In Europe, and particularly in France, butter is inseparable from gastronomy. It clearly represents a certain way of life, and despite the evolution of eating habits, it remains essential for cooks and chefs. Enter a kitchen, and look for butter... it is never far away. Trends change, culinary techniques evolve, but it remains the favorite ingredient of chefs. Ingredient they like to transform in their own way‌
SOUR SUMAC BUTTER
COFFEE BUTTER AND SPICES
250 g butter - 5 g chili powder - 10 g sumac - 5 g smoked paprika
250 g butter - 10 grains of cardamom - 5 g ground coffee
5 g cumin in granules - 5 g salt - The zest of a lemon
15 g cardamom powder - 10 cloves - 2 small cinnamon sticks 30 g of date molasses - 20 g brown sugar - 3 g salt
Mix the softened butter and all the ingredients, then shape, cling
FLAVORED BUTTER
film, and leave to harden in the refrigerator.
Sous-vide the ingredients and cook them at 90°C for 1 hour. Pass the whole bag through a coffee filter and collect the flavoured butter. There should be 160 grams left. Let the butter harden at room temperature. Whisk together the date molasses, brown sugar and salt to make them homogeneous. Add this mixture to the flavoured butter you previously cooked. Shape and set aside in a cool place.
HONEY BUTTER AND ZAATAR 250 g butter - 30 g zaatar - 90 g honey - 2 g salt
Mix the softened butter and all the ingredients, form them into the desired shape, film and store in the refrigerator.
The content of this advertorial represents the views of the author only and is his sole responsibility. The European Commission do not accept any responsibility for any use that may be made of the information it contains.
JUNE 2020
EDITOR'S LETTER
A note from the editor
DINA MAATY
Director Rabih Najm Rabih@bncpublishing.net CEO Wissam Younane Wissam@bncpublishing.net Group Commercial Director
Samer Alloush samer@bncpublishing.net
OVID-19 may not be over yet, but the gradual easing of restrictions has seen the UAE’s hospitality and F&B industries utilise some of their most impressive adaptation skills. Earlier this month, we held a webinar on the future of F&B. While we may not have a crystal ball, bringing together some of the most influential industry figures to address challenges and positive outcomes has proven to be one of the most enlightening experiences we’ve ever had. Optimistic, yet cautious, would be the best way I can describe their approach to this black swan. Navigating the coming months – and possibly even the coming year – may pose a dilemma to most. While many are tempted to shut down, others are giving it their best shot. For hospitality, the global aspect is running the show. Hotel groups are making big decisions, with even bigger repercussions – in efforts to mitigate the damage. While the shift to everything local is a trend that’s very much upon us, hotel players continue to leverage their reliance on travel, a notion which I think is very much justified given the keenness travellers
have been showing in recent surveys to jet off to news destinations as soon as airlines are back in the skies. It hasn’t been easy – and I don’t think it will be anytime soon – for any of us. COVID-19 has hit every single industry from a different angle, and for the first time ever, some of us are finding globalisation a buzzword that may be long gone. However, there’s no doubt that resilience and persistence are both very much alive. As an expat, I have learned so much more about both of these characteristics living in the UAE, a country that many hearts call home, no matter where they come from. The question of whether the situation can be saved or not has just one answer – and that is ‘yes’. We fully trust this nation’s leadership to help us move forward; we have faith in the UAE’s vision and strategy towards an even-better future, and we will continue helping it to do so – no matter what. Please follow us digitally to see what we’ve been up to, and we’ll see you very soon with more ideas, inspiring thought leadership and hope towards an amazing last quarter of 2020, and a fantastic start to 2021.
Editor
Dina Maaty dina@bncpublishing.net
Art Director Aaron Sutton Aaron@bncpublishing.net Photographer
Ahmad Al Khader Marketing Executive
Aaron Joshua Sinamban Aj@bncpublishing.net
SUBSCRIBE subscriptions@bncpublishing.net PO Box 502511 Dubai, United Arab Emirates P +971 4 4200 506 | F +971 4 4200 196
For all commercial enquiries related to Hotel & Catering News ME contact samer@bncpublishing.net T +971 55 776 4670 All rights reserved © 2014. Opinions expressed are solely those of the contributors. Hotel & Catering News ME and all subsidiary publications in the MENA region are officially licensed exclusively to BNC Publishing in the MENA region by Hotel & 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. Printed by UPP
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JUNE 2020
NEWS
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GLOBAL SURVEY REVEALS INCREASED CAUTION AMONG TRAVELLERS WHEN CHOOSING DESTINATIONS
Data and analytics firm GfK conducted a Consumer Pulse study for a deeper understanding of current and future consumer behaviours, lifestyles, and moods across 30 markets globally, including Saudi Arabia. Polling between 500 to 1000 consumers from each market, bi-weekly, the findings of the GfK study cover areas such as spending habits, media and product consumption and travel and mobility trends. “Consumers around the 8
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world are facing unprecedented challenges as the COVID-19 crisis continues to disrupt their employment, travel and lifestyles. The resulting anxiety and uncertainty from these disruptions have also brought about significant adjustment to their habits and future plans. GfK’s study investigates key areas such as shopping, travel and use of online tools to gauge the impact on perceptions, mood and behaviours in various industries. These insights identify
signs of disruption to brands so that opportunities and risks are seen early and managed effectively,” says Rahul Dixit, Head of Digital Research, Middle East, North Africa and Pakistan (MENAP), GfK. Saudi Arabia consumers are concerned about COVID-19, the economy and employment, but are optimistic. The initial survey data collected during week of April 20, indicates that 46 per cent of polled households anticipate an improve-
ment in the Kingdom’s economy and in their own finances over the next 12 months, while a third expect the current status quo to remain. Polls signify confidence in the government and National Health authorities as well as WHO. Data highlights opportunities and threats to brands in the current situation as 28 per cent of consumers encountered out-of-stock products and 24 percent confirmed trial of new brands. WWW.HOTELNEWSME.COM
JUNE 2020
NEWS
PRODUCTS
PRODUCTS
RATIONAL TO SHOWCASE GERMAN NATIONAL TOURIST PRODUCTS ON MORE TOUR 2020 BOARD LAUNCHES VIRTUAL CAMPAIGN Under the motto “More than you could imagine”, attendees will discover and try out world innovation by Rational as part of the MORE Tour 2020. The hot food preparation specialists will be showcasing the iCombi Pro combi-steamer. Rational’s masterchefs will be demonstrating the newcomer’s capabilities in a webinar on rational-online com. With detailed explanations, vivid examples and results, participants will learn in front of
their computers how the intelligent functions work and how they support users in their dayto-day operations, and see the quality of the various foods prepared in the cooking systems. At the same time, the company will soon be offering MORE Tour 2020 live events with the new cooking system. This will be followed by cooking, tastings and discussions with a Rational chef directly on-site. Dates can be found on the website.
The German National Tourist Board’s (GNTB) international communication campaign #DiscoverGermanyFromHome has demonstrated strong performance in the 50 source markets of German incoming tourism worldwide. Since the ‘go-live’ on March 16, it has reached 9.6 million users via the GNTB’s channels and generated more than a million interactions. There are also 19,000 contributions about the campaign on external channels, which in turn triggered 210,000 interactions.
In order to maintain the dialogue with the customers of tomorrow during the phase of the lockdown, the campaign initially aimed to provide inspiring, empathetic, and informative content, which could be played out interactive via the GNTB’s more than 30 social media channels. Since mid-April, a microsite has been supplementing the digital information offering with virtual experience formats for destinations in all 16 federal states, Spotify playlists, an interactive map, quizzes, and recipes.
Blood. Sweat. Tears.
Were yesterday. iCombi Pro. The new standard. So that you can work even more intelligently, efficiently and simply.
Reimagined. Reinvented. Register now and experience more. rational-online.com
HOTEL & CATERING NEWS ME
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JUNE 2020
NEWS
CHEFS KASUN AND TIRAN WIN SEASON 7 OF THE NESTLÉ PROFESSIONAL GOLDEN CHEF’S HAT AWARD The young chefs from Pots, Pans and Boards in Dubai claimed the top prize, which includes a sevenday tour of the UAE’s finest culinary destinations. Chef Kasun Hirantha and Chef Tiran Rathugama of the Dubaibased Pots, Pans and Boards have won Season 7 of Nestlé Professional Golden Chef’s Hat Award UAE. The young boys, from British chef Tom Aikens’ restaurant at The Beach opposite JBR Dubai, turned out to be surprise champions as they edged out nine other teams that made it to the finals. They created a pan-seared sea bass with broccoli puree and Thai foam, and combined it with a
Pan seared sea bass with broccoli puree and Thai foam
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modern twist on the Black Forest Cake. The recipes wowed the Worldchefs-certified judges who were invited to score the dishes. As part of their winnings, the chefs will get to experience some of the country’s most exclusive fine-dining destinations over seven days. This mouth-watering expedition will help broaden their knowledge of how the UAE’s top restaurants adapt their menus during unprecedented times. “Nestlé Professional and its commitment to the chef community, especially young chefs, is a long-standing tradition. This is our seventh consecutive year for the Golden Chef’s Hat Award in the UAE, and we’re thrilled at the overwhelming response,” says Ayça Koç, food business manager – MENA, Nestlé Professional. “We want to ensure that our young chefs have a platform to showcase their talent and push the boundaries of culinary innovation. It has been a delight to see the creative efforts gone WWW.HOTELNEWSME.COM
JUNE 2020
NEWS
into these dishes. This year, for Season 8, we have doubled the size of the competition and are inviting 20 of UAE’s best culinary teams to participate.” The competition runs yearround and is open to all professional young chefs in the UAE. To be invited, two chefs must apply as a team, and both chefs must work in the same hotel, restaurant, company or culinary institute. The twenty teams with the most innovative dishes will be invited to the semi-finals and their recipes published for all to see. Following this, the top 10 teams will be invited to a final cook-off early next year, where the winning team will be decided. To participate in this competition or to know more about Golden Chef ’s Hat Award, please email amaresh@gulfgourmet.net.
Chef Kasun Hirantha - Pots Pans and Boards Dubai
Chef Tiran Rathugama - Pots Pans and Boards Dubai
Black Forest Reimaged
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JUNE 2020
NEWS
TRAVEL
EMIRATES PROVIDES PASSENGERS WITH COMPLIMENTARY HYGIENE KITS
Emirates has unveiled multifaceted measures for employees and passengers at every step of the travel journey, including the provision of complimentary hygiene kits. “Emirates is implementing a comprehensive set of measures at every step of the traveller’s journey, to enhance the sanitisation of all touchpoints, and ensure the health and safety of our customers and employees. The risk of catching an infection on an aircraft is already 12
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very low, but we have spared no effort in reviewing and redesigning every step, from check-in to disembarkation. Every measure implemented is an additional reduction in risk, and taken altogether, our aim is really to make flying as safe as possible. “We are working with all the stakeholders in Dubai – including the airport, immigration, health and aviation authorities to implement such measures, and we will
continue to review and consult expert advice for any development and changes. We are all aware that we have to adapt to different practices during this pandemic in our day to day activities. All these measures, in combination with the proactive pandemic management strategies that the UAE has taken, show the seriousness with which we are taking the health and safety of our local and global communities and will
give confidence to the public,” says Adel Al Redha, Emirates’ Chief Operating Officer. Emirates has introduced complimentary hygiene kits to be given to every passenger upon check in at Dubai International Airport and on flights to Dubai. These kits comprise of masks, gloves, antibacterial wipes and hand sanitiser. The hygiene kits supplement a slew of additional measures already introduced to keep customers safe. WWW.HOTELNEWSME.COM
JUNE 2020
APPOINTMENTS
MARRIOTT INTERNATIONAL ANNOUNCES NEW GLOBAL LEADERSHIP APPOINTMENTS Marriott International today announced that long-time senior executive Dave Grissen has decided to step down from his position as Group President, the Americas, towards the end of 2020 and retire from Marriott in the first quarter of 2021, after 36 years with the company. Liam Brown will take on the role of Group President, North America and Craig S. Smith will take on the role of Group President, International. In his new role as Group President, International, Smith will oversee all non-North American operations for Marriott including the Asia Pacific, Europe, Middle East & Africa and Caribbean & Latin America (CALA) regions.
Smith, a 32-year Marriott veteran, is currently Group President, Asia Pacific. Prior to his current role, he spent two and a half years leading the company’s CALA region. Brown is currently Group President, Europe, Middle East & Africa (EMEA). A 30-year Marriott veteran, he has spent the majority of his career working in the U.S. prior to taking over leadership of the EMEA region. Brown was President, Europe, and prior to that, President, Select Brands and Owner and Franchise Services, North America, and he remains well connected to the company’s North American owners.
RADISSON BLU HOTEL, DUBAI MEDIA CITY APPOINTS F&B MANAGER Radisson Blu Hotel, Dubai Media City has appointed Elliot McKenzie as its new Food & Beverage manager. Before moving to Dubai and Radisson Blu one year ago (as Front of House Manager), McKenzie spent two years at InterContinental London – The O2, having previously spent five years at the Celtic Manor Resort in a variety of roles from Chef de Rang to Assistant Reception Manager. In his new role, according to the property, McKenzie will be responsible for a team of 90 and will oversee the hotel’s F&B outlets (Certo, Icon Bar & Lounge, Rooftop Tamanya Terrace & Chef ’s House), M&E operations, and outdoor catering as well as drive new projects and overall guest satisfaction. HOTEL & CATERING NEWS ME
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Your business continuity is our top priority.
Our initiatives and remote solutions have got you covered in all situations. du.ae/wegotyourb
MAY 2020
OPENINGS
ZERO GRAVITY INTRODUCES NEW WEEKEND DINING DEALS Zero Gravity will be serving two new dining deals every Friday and Saturday. The Big-Big Breakfast runs from 10am-noon, with an allyou-can-eat AED 75 breakfast menu served inside, out on the terrace and in the garden, including tea, coffee and freshly squeezed juices, all served to the table.
Healthy options include the Acai Bowl with mango, blueberries, acai berry and chia seeds or Smashed Avocado & Feta on multigrain bread. The rest of the menu includes Truffled Eggs Benedict served with rustic bread or a Full English Breakfast, Orange & Tumeric Pancakes with organic Maple Syrup and Zero Gravity’s Uni-
corn Milkshake. For those who prefer to skip this sunny breakfast and eat later in the afternoon, Zero Gravity’s Late-Late Lunch is a three-hour feast of unlimited a la carte starters, main courses, desserts and beverages from 3pm-6pm, served to the table on the terrace and in the garden.
Late-Late Lunch begins with a platter starters such as Fresh Burrata, Sushi and Smoked Salmon Crostini. Main courses include BBQ Beef Short Rib, Truffled Mushroom Tagliatelli and Teriyaki Wings. The lunch is priced at AED 199 for ladies and AED 249 for men, including bottomless beverages.
VOX CINEMAS, SKI DUBAI, MAGIC PLANET AND DREAMSCAPE REOPEN Majid Al Futtaim has announced that VOX Cinemas, Ski Dubai, Dreamscape and Magic Planet will reopen in Dubai on May 27 in compliance with the recent ruling by Dubai’s Supreme Committee of Crisis and Disaster Management. Fogging machines are being used to disinfect large areas and staff are cleaning and sanitising surfaces after every guest interaction, paying particular attention to high-touch points such as counters, POS and payment terminals. New measures have been introduced to ensure that a safe distance is maintained throughout the guest journey such as installing instructional signage and deploying safety ambassadors to guide guests on best physical distancing practices. The capacity in all venues has been reduced including public areas such as restrooms and elevators. In adherence with government guidelines, all guests to any 16
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Majid Al Futtaim entertainment venues will need to wear masks, and the operating hours have been aligned to mall opening hours. Cameron Mitchell, Chief Executive Officer of Majid Al Futtaim Cinemas and Majid Al Futtaim Leisure & Entertainment, says, “With the continued support of the United Arab Emirates government, I am confident in our ability to navigate these unprecedented times to-
gether. Our staff have demonstrated resilience in addressing the challenges of this unique period, and I’m extremely proud of their remarkable efforts that will now allow our entertainment experiences to reopen safely. To address any concerns that people may have, we have designed an extensive range of new measures to ensure a healthy, safe and comfortable experience for all. We look forward to welcom-
ing our valued guests back and creating great moments together again.” Guests are encouraged to enjoy a queue-less experience by advance-booking their tickets on each website and app. To further minimise physical contact and exposure, contactless payment options are available in all businesses. As an added precaution, it is also now mandatory for employees to wear masks and gloves, and all team members will be temperature checked on arrival for shifts. Wherever food is served in VOX Cinemas and Leisure and Entertainment venues, the company has put extensive measures in place to ensure the highest levels of food safety are maintained. Employees will be following strict safety protocols which include sanitising of workstations and countertops every hour and washing their hands at least every 20 minutes and before handling food. WWW.HOTELNEWSME.COM
MAY 2020
OPENINGS
TASHAS CAFÉ REOPENS ITS DUBAI BRANCHES
tashas, a South African boutique lifestyle café, has reopened its branches in Marina Mall, Al Jalila and Galleria. The menu has been refined, featuring signatures such as the Monaco, Texas Salad, Chicken Vol-Au-Vent or the Savva’s Chicken Pasta. Opening times will be from 9am-10pm, the capacity set at 30% and social distancing maintained between tables. All team members will wear masks and gloves, with all surfaces constantly sanitised and disposable and digital menus and contactless payment options offered.
GAIA, SCALINI AND CIPRIANI DUBAI REOPEN THEIR DOORS Bulldozer Group’s dining destinations, GAIA, Scalini and Cipriani are set to welcome clients for lunch and dinner, with the implementation of new sanitisation processes and regulations set forth by Dubai Municipality. Cipriani Dubai is set to resume operations from 12pm on May 27. Dishes include Baked Tagliolini, Calf’s Liver alla Veneziana with Fried Polenta, as well as the signature Truffle Pizza, as well as Vanilla Meringue and freshly made Ice Cream a la Minute for dessert. Scalini will welcome diners from 7pm on May 27, serving traditional Italian cuisine. In-
spired by the matriarchal kitchens of Italy and the dishes of their childhoods, the team of culinary experts have created a selection of signature dishes, including Carpaccio Pizza, Calamari alla Luciana, as well as Paccheri Zia Maria, with veal meat balls, aubergine, cherry tomatoes and creamy burrata, and Manzo Stefano, wagyu beef with wild mushrooms. GAIA, Dubai’s home-grown Greek Mediterranean restaurant welcomes guests for lunch and dinner from 12pm on May 28. Designed by Chef Izu and Chef Orestis Kotefas, the cuisine pays tribute to the simplicity of Greek cooking. HOTEL & CATERING NEWS ME
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JUNE 2020
SUPPLIER WATCH
CHEF MIDDLE EAST
NAVIGATING A GLOBAL PANDEMIC
With the strong impact of the COVID-19 pandemic on both communities and businesses alike, the foodservice industry, among many others, has found itself in a transition phase, globally. As a regional player based in the UAE, Chef Middle East’s priorities have consistently been focused on ensuring the safety of associates, communities, and customers – while adapting to unprecedented and highly challenging market conditions to maintain and preserve the future wellbeing of the business. Since the beginning of the COVID-19 (coronavirus) outbreak, the company 18
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has been determined to build awareness internally and externally through addressing efficient ways to curb the spread of the virus, implement precautionary measures within the organisation, and secure and ensure the traceability of the entire food chain, from suppliers located across the globe to customers based regionally. The highest food standards and strictest personnel safety and hygiene measures have been and will always remain paramount during and after COVID-19, Chef Middle East highlights. In parallel, the company’s supply
chain team has been closely monitoring developments abroad as well as local circulars to ensure a rapid response to navigating any potential challenge and stabilising inventory levels for the current limited, but existing demand, and more importantly for the weeks and months to come. Chef Middle East is now evolving in the most volatile and uncertain environment ever seen in all the markets it operates in, which requires highly adaptive thinking, resilience, energy, and agility to be able to redefine business objectives and strategies to implement WWW.HOTELNEWSME.COM
JUNE 2020
SUPPLIER WATCH
In parallel, the company’s supply chain team has been closely monitoring developments abroad as well as local circulars to ensure a rapid response to navigating any potential challenge and achieve while maintaining smart cash flow management practices to keep a business afloat. It takes leadership, active collaboration and creative solutions to steer a ship in such troubled waters and come out of it forceful. In the effort to adapt to the current situation and diversify activities to add new income streams and grow brand presence, the company has decided to conquer a new segment of the market for which activity has hugely intensified over the past few weeks, and officially launched a new B2C e-commerce site, ‘Chef ME at Home’ (chefmeathome.com). The aim of this platform is to provide top restaurants, cooking enthusiasts and home chefs with access to quality ingredients at a very affordable price, and with a wide and exclusive offering. As a company that also supports the local community during this challenging situation, Chef Middle East has actively participated in different corporate social responsibility initiatives conducted by clients. Such initiatives include the Helping Hands movement by Alabbar Enterprises - Retail, Food and Beverage, which involved providing food supplies to those in need. Moreover, the Pay It Forward programme by Al Serkal in partnership with Inked Dubai to cook and provide meals for frontliners across the UAE was another successful initiative. Chef Middle East has reiterated its confidence in emerging from this crisis a stronger and more agile organisation and going on to accomplish great culinary triumphs. It has also stressed its commitment to provide its clients with the best quality products using the highest standards available in food safety, storage and distribution. HOTEL & CATERING NEWS ME
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MAKING DELICIOUS POSSIBLE
Maher Yamout
Maher Yamout, from Lebanon, is R&D executive chef at Somewhere restaurant which is located in The Dubai Mall. The chef has 15 years of culinary experience, two of which were in the UAE
Can you give us a glimpse of your career journey so far? I have always loved food and took up the profession 15 years ago. I’m now a R&D executive chef, which I absolutely enjoy as I get to experiment with food on a daily basis. What’s your favorite dish and why? My favourite dish is Kousa Mehshe (stuffed zucchini) because it always reminds me of my childhood when my grandmother used to make it for me. 20
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It’s a traditional Lebanese dish which I still love to cook.
served in the centre of a crown of creamy mashed potato.
What are you cooking up today? Please tell us more about the dishes. Today, I’m making a dish that fuses two cuisines: Mexican, as it’s very similar to beef fajitas and Italian as it contains tomato coulis. The dish consists of tenderloin beef strips marinated in a variety of spices, then cooked with onion, some herbs and finished off with BUITONI tomato coulis, to make it flavoursome. This is
As a chef, what are the top ingredients and products you’re using these days? Today, kale is one of the main ingredients I’m experimenting with, and finding new applications for. I have already used it in many fusion dishes such as tabbouleh. What are some of the most recent, important food trends you can tell us about? The main trend I see is add-
ing twists to classic dishes to either be unique or ride the wave. A play on a classic dish that I have created was using shawarma. Instead of a classic sandwich, I turned it into a plat de jour of beetroot beef shawarma, served over rice. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? I would advise them to provide consistent, high-quality solutions at competitive prices. WWW.HOTELNEWSME.COM
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INGREDIENTS
Tenderloin Strips with Mashed Potatoes Sliced beef Angus 500g Diced onion 100g Crushed garlic 30g Sunflower oil 100g Cumin powder 2g Turmeric 3g Coriander powder 2g
Black pepper 2g White pepper 2g Paprika powder 3g Salt 3g Chicken stock powder 10g BUITONI tomato coulis 500g Dried thyme -10g
Finely chopped parsley (for garnish) Bread crumbs (for garnish) MAGGI mashed potato powder 200g Boiled water 1L 50g butter
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JUNE 2020
MAKING DELICIOUS POSSIBLE
Thaer Dhimch
Thaer Dhimch, a Syrian national, is executive chef at Sah el Nom restaurant
Can you give us a glimpse of your career journey so far? I have 20 years of culinary experience, 10 of which have been in the UAE. I’m currently the executive chef of Sah El Nom restaurant in Dubai. I work with the restaurant managers to plan and price menu items, establish portion sizes and prepare standard recipe cards for all the new dishes. What’s your favourite dish to
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eat and why? I love many dishes, but my favourite would be ‘makhlouba’: it’s very delicious, full of flavour, made with all my favourite ingredients and is very filling. It can be made with either lamb or chicken, depending on what I’m in the mood for! What are you cooking up today? Please tell us more about the dishes. Today, I’m making a classic Syrian dish, basmashkat. I
will use tenderloin steak, where I will flatten it with a hammer and fill it with a combination of rice, minced meat and seasoning. This is then rolled and baked in the oven, and can be served on top of anything; today, I will serve it on top of MAGGI Mashed Potato. What are some of the most recent, important food trends you can tell us about? The trend at our restaurant is
to stick to traditional classic dishes and add a twist; we serve these as daily dishes, as they are very popular with our customers. What would you advise suppliers and foodservice professionals who are looking to offer their best to the market and meet demand? Most importantly, I would advise food suppliers to give quality products, good prices and definitely top service. WWW.HOTELNEWSME.COM
FIND OUT MORE ABOUT US HERE:
INGREDIENTS
Basmashkat Tenderloin fillet 950g Egyptian rice 300g Minced beef 300g Pinch of salt Pinch of white pepper
Pinch of black pepper Maggi Mashed Potato Powder 200g Boiled water 1L CHEF Demi Glace 100g Water 1L
Baby oyster mushrooms 100g BUITONI Tomato Coulis 1L Fresh parsley for garnish
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JUNE 2020
COVER STORY
e s n e S h t x i S A
Neil Jacobs is the chief executive officer at Six Senses Hotels Resorts Spas. His passions include wellness, sustainability, innovative design, food and experiential travel. Prior to joining Six Senses, Jacobs spent five years at Starwood Capital Group as president of global hotel operations, where he led the group responsible for the development of two exciting new brands, Baccarat Hotels and 1 Hotels. Neil spent 14 years with Four Seasons Hotels and Resorts serving as senior vice president operations for Asia Pacific since 2003. He was responsible for the operation of 18 hotels throughout the region and new properties under development in Austria, Brazil, Costa Rica, Ecuador, Iceland, India, Israel, Spain, 24
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Switzerland, Thailand and the United States. His global career included key leadership roles in Europe, Asia and the Americas. Having studied Hotel Management at Westminster Hotel School in London, French Civilization at La Sorbonne University and Italian culture and art in Florence, Jacobs is fluent in five languages. Here, the CEO tells Hotel & Catering News Middle East about the group’s balanced approach to hospitality, in time of pandemic and beyond. Tell us a bit more about Six Senses Hotels Resorts Spas. Hospitality is never just about a place to stay. Six Senses places and spaces help guests reconnect and explore what
it means to be mentally, physically, spiritually and emotionally happy. We believe that travel can serve a purpose. We keep it real, with genuine actions that merge the two platforms of wellness and sustainability to promote personal health, and the health of our planet. We want guests to experience something out of the ordinary. Feel more alive. Be part of a community. Play. Ultimately reconnect with themselves, others and the world around them.
This is how we deliver on our promise of our name and reawaken the senses with wellness offerings and experiences that are out of the ordinary: • Local sensitivity, global sensibility we’re part of the local fabric and culture, yet in tune with the wider world. WWW.HOTELNEWSME.COM
JUNE 2020
COVER STORY
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COVER STORY
• Responsible and caring - caring for hosts and local communities. We’re committed to preserving the environment and sustainable operations. • Crafted experiences - an allencompassing and unique range of experiences to stimulate, energise and restore. • Pioneering wellness - delivering the latest and most effective wellness programmes and experiences in partnership with leading experts. • Emotional hospitality - an emotionally intelligent approach to service that begins with empathy. • Fun and quirky - aesthetics and experiences which are always unique, often unexpected and sometimes unusual, delivered out of our constant curiosity and willingness to experiment. How are you present in the Middle East? We currently operate Six Senses Zighy Bay – a resort and spa in the Sultanate of Oman. There are Six Senses Spas operating in Kuwait at Symphony Style Hotel, and the United Arab Emirates – at Abu Dhabi Airport in Etihad’s Premier Lounge and at the Renaissance Downtown Hotel. Later this year, we’re scheduled to open Six Senses Shaharut – a resort and spa in the Negev Desert. What are your main brand pillars? Six Senses’ key wellness pillars are evident in our current programme, At Home With Six Senses, which offers proactive and pragmatic ways for people to care for themselves and the people they love in a range of formats during the current challenging times. The content is available to everyone, whether or not they have previously stayed at a Six Senses property: • Mindfulness: helping people shift energies from worrying about what can’t be controlled to focusing on the present moment, whether that is setting up a home working environment or tips on staying grounded. • Eat: recipes, interviews and how-to 26
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video tutorials focusing on foods with key nutrients and easy strategies to support the immune system, reduce stress and improve sleep along with the hidden power of certain everyday storecupboard ingredients. • Sleep: the importance of establishing a sleep routine along with how learning about dosha types can impact sleep, bedtime breathing rituals even the meaning behind certain dreams. • Move: from at-home workouts, to live meditation sessions or yoga poses and tips for boosting energy or releasing pent-up energy if working or staying at home. • Live Naturally: adapted activities inspired by the brand’s on-site Earth
Labs, and life hacks to try at home to live more sustainably and make the most of whatever nature is around or available. • Connect: staying connected to reduce anxiety and loneliness when practicing social distancing and how to check in with others and remain communityfocused, especially when it comes to those more vulnerable. Please describe the experiences you offer guests, what characterises them and makes them unique? Each Six Senses resort offers experiences unique to the property, often out of the ordinary, often a little quirky and curated to surprise and delight. So, let’s look at some WWW.HOTELNEWSME.COM
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Six Senses Zighy Bay
of the offerings at Six Senses Zighy Bay, where the natural wonders invite adventure. It’s a playground for adventure seekers - from sunset cruises to our very own Dhahab dhow, off-road adventures in the Sabatyn, village treks and mountain biking. The hard and soft coral reefs are bursting with colour and marine life for underwater enthusiasts and beginners. And modern-day Robin Hoods can join archery sessions. Take to the skies in a microlight, paraglide or make a day trip to the resort’s Dibba farm. There’s the private screenings at Cinema Paradiso, speedboat tours to secret locations to bespoke and sunset Dhow tours. Settle back with in-villa dining or we’ll plan for dinner at special spots along our private beach. Earth Lab is a place to learn, grow and reconnect with the natural world. Arab cooking classes unlock the secrets of local and traditional cuisines, and dining atop the tower experience that guests will dine out on for a long time to come. 28
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In fact, dining experiences abound with sunrise breakfasts, moonlight and starlight dinners and the utopian cellar. How would you describe the leadership style across the hotel chain? We never treat our properties like commodities. Our intention is wider and more meaningful than that. We are acutely perceptive as to the needs of our markets. As pioneers, we go to the next level and actually create demand through innovation. Leading the way on a journey of discovery to living awesome. The exceptional service experienced by guests is a result of every host (that’s how we refer to our employees) believing in the brand and understanding the commitment of the group to guests, environment and the individual communities of which we are a part. In fact, a significant part of our role and our obligation at Six Senses is to develop people, to be the mechanism that allows our hosts to become the absolute best that
they can become. We need to be a catalyst that results in hosts realising their dreams and the dreams of their family and those around them. We have the ability to help people soar like eagles. When we’re successful, we will clearly have demonstrated our core values and will have satisfied and created very loyal hosts. Our hosts in turn, will provide the emotional connection we talk so much about that ensures happy and contented guests who leave our spas and resorts in a better place, and in a better state of mind and being than where they were when they came to us. Perhaps one of the biggest challenges for us is finding people. We believe in recruiting people who operate with their hearts and their heads. We seek passionate people who connect with the brand and are genuinely excited to serve guests. In the past few years, it seems like everybody has been brandishing the wellness term around. It’s so overused these days. It has to be engrained to do it WWW.HOTELNEWSME.COM
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COVER STORY
properly and must be part of the company culture. At Six Senses, we have a Wellness Innovation Team (WIT) with several people who spend 50 percent of their time creating content around wellness and being ahead of the curve. The WIT’s focus is not only for our guests, but also for our hosts. It took us two years to develop a very exciting host wellness programme that we call Mission Wellness, which defines how we look after our employees from a wellness perspective. How do you face challenges of different magnitudes? Every challenge is addressed as it becomes apparent. All properties have plans in place for challenges that could conceivably occur in their region. For the completely unexpected, we have a wealth of knowledge and experience in our management at both group and unit level. What measures have you implemented to mitigate the effects of the global
coronavirus pandemic? As with every sector of the travel and hospitality industry, we have been experiencing cancellations and postponements of bookings as a result of COVID-19. We’re constantly evaluating our position and role in the community and the impact on our hosts and clients. We’re keeping our cancellation policy under regular review to ensure guests have the flexibility needed when considering travel plans. We’re in close contact with our trade partners and industry colleagues to ensure that their clients are wellinformed and cared for. The health and well-being of our guests and hosts is our main priority. In the past weeks, we’ve taken numerous additional steps to raise awareness of COVID-19 and implemented preventative measures and procedures to further minimise the risk across our locations. This means taking care of our guests and hosts, being consistent with our already high standards around hygiene, sanitisation and cleaning, and
implementing additional measures based on the guidance of local health authorities in each country where we operate. We do a significant amount of work on an ongoing basis to ensure that our resorts and hotels are prepared for all kinds of different risks. This is no different – we have strong processes in place to help us manage this, and all of our resorts and hotels around the world have been provided with the support and guidance they need to respond. As travel bans and social distancing measures continue, we are prioritising a range of content that our guests, hosts and global communities can tap into remotely from their homes. We have introduced “At Home With Six Senses” with the aim to remain solution-oriented and support their resilience and physical and mental well-being. The content is available to everyone, whether or not they have previously stayed at a Six Senses property and offers proactive and pragmatic ways for people to care for themselves and people they love in a range of formats.
Six Senses Laamu, Maldives
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Any other recovery plans you would like to talk about? Six Senses will be in a strong recovery position. There are few hotel brands that trade in our kind of world, and we’re proud that Six Senses has really created a niche for itself and really pushed forward in the areas of wellness and sustainability. Six Senses stands out as the brand with empathy. The exceptional service experienced by guests is a result of every host believing in the brand and understanding the commitment of the group to guests, environment and the individual communities of which we are a part. What advice would you offer properties globally in face of such rare, but impactful conditions? It’s not our role to give specific advice. The World Health organization and individual country’s authorities have advice that should be strictly followed. At Six Senses, we lead by example with the health and well-being of our guests and hosts being top priority. We have exceptional hosts whom we value and want to keep as part of our family for the long term, long after this crisis is behind us. We’ll continue to be responsible in all aspects of our business. What are some of your most important upcoming projects? Six Senses New York is our first North American property. It’s a key element of The XI - two unique, twisting towers designed by world-renowned architect Bjarke Ingels in an unparalleled location in between Manhattan’s Hudson River and The High Line in Manhattan’s vibrant West Chelsea neighbourhood. Guestrooms and suites designed by celebrated Parisian firm Gilles & Boissier are contemporary in style, offering every modern convenience wedded to a calm ambience of natural-hued fabrics and furnishings. Two restaurants will showcase the brand’s popular culinary approach to wellness by serving fresh, seasonal and locally-sourced produce and ingredients. 30
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Six Senses Ibiza is scheduled to open in 2021. It is set on the tranquil northern tip of Spain’s Ibiza on crystalline Cala Xarraca Bay. It will have 134 guest accommodations included townhouses, pool suites and beach cave units set on a 25-acre (10-hectare) site just 30 minutes from the airport. With unobstructed westerly sunset views, the resort, spa and residential community will dance to the beat of a new mantra: transformative wellness to nourish the body, mind and soul. Six Senses Össurá Valley in Iceland will be a hub for people passionate about nature, wellness and adventures by day, and indulgent dining, comfortable accommodations and perhaps a glimpse of the Aurora Borealis by night.
Iceland’s rugged south-eastern coast has an expansive and diverse natural environment, from glacier tongues, craggy volcanoes, ice-filled lagoons and geothermal lakes to untouched highlands and long black beaches. Built using renewable and locallysourced materials and adhering to high standards of energy and water efficiency, guest accommodation and residences will tread lightly on the earth while providing an uncompromising level of space and comfort. The country’s mystical elves whose pyramid-shaped homes are scattered around the land will also add a touch of mysticism to the project’s design. Six Senses Galapagos is located in Cerro Verde on the north-eastern coast of San Cristobal Island and a 35-minute WWW.HOTELNEWSME.COM
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drive from the airport at Puerto Baquerizo Moreno. The resort is slated to open in 2021.This is the quietest of the main islands, blessed with a relaxed, tranquil vibe. Home to some of the world’s most amazing wildlife encounters, the isolated chain of 19 islands emerged alone from the rest of the world and its ecology developed in its own unique way. In accordance with strict local laws, and with strong involvement from the local community during the project’s early design and visioning stages, allowance has been granted to develop the resort on a beautiful and verdant hill with unspoiled views of the ocean and other topographical landmarks. Guests will therefore experience a one-of-a-kind natural environment. HOTEL & CATERING NEWS ME
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GM INTERVIEW
Irish Hospitality
John Clifton, general manager of The Bonnington Jumeirah Lakes Towers, tells Hotel & Catering News Middle East all about the first full-service, fully licensed, luxury hotel in the Jumeirah Lakes Towers neighbourhood and the only Irish familyowned and operated hotel in Dubai Clifton is a well-seasoned hotelier with over thirty years of experience within the hospitality industry. Born in Dublin in 1958 and after completing full time education at Blackrock College Dublin, he didn’t want to follow in his father’s footsteps as a Structual Engineer and had considered law, but during an indecisive time his father drew his attention to an ad in the Irish Times inviting applications for a Hotel Management Programme with Irelands largest hotel, The Burlington. Following an interview, within a week, destiny took over. In summary, Clifton worked his way through each department learning every facet of the business with very hands-on experience which has been invaluable and over a period of thirty years and went from being a junior to general manager. Although he completed an academic degree in Hotel Management, the kind of experience the Burlington offered was invaluable and cannot be taught as the nature of the business can only be fully appreciated in a hands on way, and at this point there was not much that he had not experienced. The only constant is change and after closing the Burlington and then reopening the Burlington under old and new ownership, he worked with The Dalata Group, currently Ireland’s most successful and largest hotel group. When an opportunity to make a change and come to 32
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the UAE arrived, and resulted in making the move eight years ago, Clifton joined The Bonnington Hotel and McGettigan’s group in 2013. His career in the hospitality industry and extensive knowledge made him the ideal candidate to lead the The Bonnigton Jumeirah Lakes Towers and position the property as the frontrunner in Dubai's luxury hotel market.
With over 40 years in hospitality, I have experienced many challenges, each unique in their circumstances, including recession, changes of ownership, environmental issues such as foot and mouth, bird flu, and more.
What are the unique points of the hotel? Ideally located in the heart of Jumeirah Lakes Towers along Sheikh Zayed Road, The Bonnington is the only standalone Irish Hotel in Dubai offering genuine Irish Hospitality and quality service. It is within walking distance of a host of luxury shopping facilities, malls, restaurants, bars, metro line, numerous beaches, the world’s top golf courses and a few minutes’ drive away from the International Airports, making it an ideal location for tourists and business visitors alike. The beautifully designed hotel features 188 rooms and 20 suites, 272 deluxe serviced hotel apartments comprising one, two and three-bedroom units, five outstanding restaurants and bars and six fully equipped conference suites. The hotel also offers a unique Leisure Deck on the 11th floor which has an infinity style swimming pool and a panoramic pool bar where you can enjoy a refreshing beverage or a quick WWW.HOTELNEWSME.COM
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GM INTERVIEW
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bite along with breath-taking views of Dubai’ glittering skyline. What are the main challenges you face in hotel management? With over 40 years in hospitality, I have experienced many challenges, each unique in their circumstances, including recession, changes of ownership, environmental issues such as foot and mouth, bird flu, and more. The hospitality business has to respond accordingly. Experience is what you learn from all the challenges you’re faced with and therefore keeping a steady ship involves leadership, clear communication, the full facts and the ability to adapt when necessary – all at the heart of any challenge. COVID-19 is a perfect example of adjusting in order to survive an economic crisis. Our priority is to assure our guests 34
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and colleagues that we’re taking all the steps necessary to ensure their health and safety while adjusting to the current pandemic. This requires implementing all the required measures, and becoming innovative via technology to communicate and reassure our guests and customers. With the drop in occupancy and the impact this has had, plus industry fluctuations on various OTAs, it will take a lot of focus to pull it back, however, one thing I am sure of is, recovery will come and when you know your customer and take care of them they will return. What’s the importance of online hotel reviews and social media feedback and how much do you take on board? We take all social media seriously. It’s very important to us as it relates to our online reputation. This is reviewed and
discussed daily as part of our senior management meetings. It gives us insight to our overall performance, which allows us understand our strengths and also where we need improvement. This is a continuous exercise where we track our guest satisfaction score to ensure we maintain DTCM requirements and, in addition, take on board critique we may receive and respond to it. We also acknowledge and appreciate our colleagues’ efforts when recognised by guests and we reward and acknowledge their input and good work. In the 21st Century, reviews and feedback are tools visitors share worldwide. We’re delighted to have been recognised in our category to date, as preferred Hotel of Choice, along with Certificates of Excellence from a variety of different online media channels, such as, TripAdvisor, Booking com, and Agoda. WWW.HOTELNEWSME.COM
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GM INTERVIEW
How do you evaluate employee performance and keep your team motivated? Our Training & Quality department play a vital role in this area to ensure that everyone is on track and delivering their best performance. Building a strong team spirit is the core of this. All employees receive ongoing appraisals. This develops their ability to deliver their best and identifies their strengths, weaknesses and if they may benefit from training or mentoring. We carry out regular spot checks in relation to knowledge and skills and deliver direct feedback. We aim to create a positive outlook to critique. We reward best performing colleagues and teams throughout the year measured by their delivery of duties and performance: this also acts as an incentive and maintains motivation.
What system do you have in place to resolve guest complaints? We track our guests’ feedback internally and also via our online management system. We respond immediately to ensure our guests see we take their issue seriously. All related issues are referred to the relative Head of Department and discussed at Senior Management daily meetings. A response will always be delivered to ensure a personalised communication for guest satisfaction. What would you like to tell visitors about the hotel’s F&B offerings? The beautifully designed hotel features five award-winning restaurants and bars. The Cavendish Restaurant is the signature restaurant of The Bonnington Hotel, which caters to every preference with a unique fusion of delicious
international cuisines – serving breakfast, lunch and dinner. The hotel also boasts a modern and stylish bar where you can choose to relax and unwind indoors or outdoors with some masterly mixed beverages, a fine glass, or some light snacks. The hotel also offers a unique Leisure Deck on the 11th floor which has an infinity-style swimming pool and a panoramic pool bar, where you can enjoy a refreshing beverage or a quick bite along with breath-taking views of Dubai’ glittering skyline. For the ones looking for authentic Irish experience, McGettigan's Irish Pub offers the best of all things Irish. Here, you will find a selection of beverages, delicious Irish breakfasts and other fine Irish fare in a modern, yet warm and homely environment. HOTEL & CATERING NEWS ME
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NEW PLAYER
A Community Supermarket
Olivier Latour, CEO of Grandiose Supermarkets, tells Hotel & Catering News Middle East about how his brand has weathered the COVID-19 storm
New data published by search engine Google has revealed how the coronavirus outbreak is impacting mobility across the GCC. The research shows the quarterly percentage change of each country based on a range of key indicators including parks, transit and grocery stores. Across all metrics, the average reduction for the whole of the GCC during the first three months of 2020 was 34.1%. Bahrain experienced the least mobility reduction in the region at -21.2% – followed by Kuwait (-36.3%), Oman (-37.8%), Saudi Arabia (-38.5%) and the UAE (-42.33%). 36
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The grocery segment was the least impacted across the region, with changes of -27% on average. Tell us a little bit about Grandiose. Grandiose is a premier quality food and grocery retailer that delivers a memorable sensory experience with the best in-store service. Along with a wide variety of products, what Grandiose also provides is a different way of looking at sustainable grocery shopping. From daily consumer items by top brands that are available in UAE, to gourmet, customised ranges and services,
Grandiose offers all the aforementioned within a unique environment. All our offerings and services are sourced, designed and developed keeping in mind our consumers’ needs, and relevancy to upcoming retailing trends. What inspired the group to start the supermarket? We noticed a gap in the market for community-based supermarkets with the ease of proximity and the availability of the customers’ favourite products without having to drive for long WWW.HOTELNEWSME.COM
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NEW PLAYER
customers. We’re one of very few retailers that encourage eco-citizenship. What challenges have you encountered in the food and grocery industry in the region? How have you addressed these? Noting that we’re a new brand in the region, it was encouraging to see that most of our suppliers are truly supporting our development, which ultimately benefits our customers. Despite the current situation, we’re still planning to support the local economy with an aggressive expansion plan, offering jobs and assisting communities where a need has been identified. Our vision is to become the “neighbourhood food retailer” of choice.
distances. This is the idea behind all the Grandiose stores across UAE and we aim to expand to more key locations to reach consumers who share the same mindset. How is Grandiose Supermarket different from others in the industry? For consumers looking for a neighbourhood feel, friendly staff, a great shopping experience and an assortment of products within a contemporary look and feel, Grandiose is the place to be. We pride ourselves in taking the time to listen to our communities’ needs and
preferences to serve our customers better. Another factor that differentiates us from other supermarkets would be the resilience to promote a sustainable way of grocery shopping. It’s not just the plastic bags at the checkout counter, but also the initiatives that we organise to instil the importance of our environment. What are some accomplishments that you’re particularly proud of? We’re extremely proud of our plastic-free checkout counters, where we provide the option of reusable or paper bags to our
Is a ‘sustainable way of living’ relevant and important amid pandemic times such as the one the world is going through? Have you continued with your initiatives or adopted new ones? One of our brand values is “sustainability”; we plan to support it as much as possible and extend it further in developing methods of waste management and helping the community foster eco- citizenship. Some of the initiatives or internal processes that reflects this commitment are: • We’re monitoring our carbon footprint as well, constantly finding ways to reduce our energy consumption in our stores. • We encourage reusing and try to stay away from single-use plastic. We encourage all customers to bring their own containers and promote using reusable shopping bags. • We look at celebrating festivities in an eco-friendly manner, such as a Christmas tree inside our store made entirely from recycled water bottles. • We have conducted a beach clean-up where we invited our customers and employees to join us for free. • We have conducted a free seminar in partnership with the governmental youth hub, to educate citizens on how to reduce waste in their daily lives. HOTEL & CATERING NEWS ME
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SUPPLIER WATCH
TAPPING
INTO SUCCESS
Philipe van der Loo, managing director at Quooker Emirates LLC, explains how choosing the right tap can make all the difference How important are taps for hotels and venues, and what do you offer at Quooker? Besides delivering 100ºC boiling water to speed up the preparation of food and hot beverages, the water from the Quooker system is filtered, and you can also add chilled and sparkling water. Enabling hotels to get rid of water dispensers and kettles in staff pantries, thereby reducing the usage of plastic, Quooker is part of the reduction of the carbon footprint and, 38
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therefore, adds to hotels’ CSR activities. When it comes to the front bar and café counter, adding a Quooker tap will, not only offer the convenience of boiling water but also a stylish look and feel to the space. A decent cup of black breakfast tea requires 100°C boiling water to bring out the flavour and brew it to perfection. Unfortunately, the vast majority of taps used by hotels don’t achieve this. The patented technology of Quooker ensures
that it does dispense 100°C boiling water, exactly when you need it, and in the exact quantity that you require. What’s the latest in technology? Quooker was created as a result of innovation, so R&D is the basis of our company. In our HQ in the Netherlands, we have a team of more than 35 people working direct in R&D and, as a company, we have over 80 registered patents. WWW.HOTELNEWSME.COM
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We know that our future depends on new innovations and it’s our ambition to bring new, breakthrough innovation to the market every three years. Our latest addition to the portfolio was the Quooker CUBE, for chilled and sparkling water, which now makes the Quooker trap a true tap that does it all. Have you implemented any new measures in the wake of COVID-19? Any special requests for contactless/notouch, for example? Our number one priority at this time is our clients, our partners and our communities. The UAE government has outlined that every effort should be made across society to minimise social contact in order to slow the spread of the virus. As a company, we have adopted this policy, however, this means that we have reduced working capacity so our normal services take a little more time than usual.
We remain available to take inquiries and orders and clients can reach us via phone calls, email and we can also organise a video call to answer queries. They can also visit our showroom by appointment. With regards to installations, any Quooker technician visiting sites will adhere to the following: • Be health-screened daily • Sanitise their hands before entering • On-site: wear disposable gloves and masks from PPE at all times • Immediately inform customers that precautions are to protect them as much as us • No physical contact with anyone on site • Maintain a ‘safe’ social distance from all people when on site, minimum two metres • Leave the site immediately if new information becomes available that increases risk of infection
Please tell us about some of your key projects? We have delivered full filtered water tap solutions for many corporate companies such as Jumeirah Group, Emaar, Dubai Customs, Huawei, HSBC, KPMG and others. It’s amazing to see their efforts to go green, not only with the products and services delivered to clients, but also internally with their employees, where they provide reusable glass bottles and avoid single-plastic or plastic altogether. We’re currently working on a largescale project in Abu Dhabi where we will provide the client with a solution that will reduce the carbon footprint tremendously, besides an effective delivery of boiling water to also reduce the idle time while you wait for a kettle to boil when making a tea or coffee. What’s in the pipeline? We have recently launched the Quooker Flex in black and we’re super excited about the recent launch of the Quooker Fusion in patented brass in 2020 – it’s an art piece. Quooker are continuously working on innovating, developing and manufacturing the latest technology. We can expect new, exciting and innovative products in the near future. HOTEL & CATERING NEWS ME
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THE SPA
The Right Energy Balance
Ayuko Suzuki, spa and wellness manager at Qua Spa, Caesars Bluewaters Dubai, has more than 20 years of experience in the industry
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THE SPA
Responsible for both the financial and operational management of the Spa and Wellness department, Suzuki's role at Caesars Bluewaters Dubai includes engaging the team, reviewing business opportunities, and delivering an optimal customer experience. She also looks after the kids' and teens' clubs at the destination, using her multi-dimensional business approach to attract the muchcoveted family audience. A certified clinical aromatherapist, she blends the best of Western and Asian therapeutic practices and energy healing into her operations of the spa. With the firm belief that customer care should be delivered beyond expectations to attain total satisfaction, Suzuki is driven by her dedication to personalise services to each client, which has led to the delivery of a luxurious spa set in the midst of the prestigious Bluewaters Island Dubai. She has been a part of the Caesars Bluewaters Dubai team since pre-opening phase and has successfully established the venue as one of the leading wellness destinations in the country, earning the Best New Luxury Resort Award in the Leading Hospitality Awards in 2019. Tell us more about your spa. Located at Caesars Palace Bluewaters Dubai, the award-wining wellness concept, Qua Spa is designed as a sanctuary fit for royalty. We take a holistic approach to enhancing emotional and physical balance centered around five elements for perfect ‘Qi’ or energy. With eight treatment rooms including two rooms for couples, signature facial and massage treatments, relaxation lounge and male and female facilities with rock saunas, aroma steam rooms, experience showers and ice fountains – Qua Spa offers an intimate spa experience like no other. Three key experiences are: • Our unique lyashi Dome is a treatment device exclusive to Qua Spa. Inspired by traditional Japanese practice, ‘Suna Ryoho’ – where the locals bury themselves in the sand near hot springs
We have created various offerings which will help our guests overcome the stress of the virus! on the beach to eliminate toxins – it uses cutting-edge technology to deeply cleanse the body, restore its balance and gain efficient and long-lasting slimming effects. • Based on hot sand therapy originally used in Ancient Egypt to treat medical ailments, Qua Spa’s groundbreaking Psammo Concept Quartz Bed is derived from the age-old concept of thermal therapy for mental and physical relaxation, integrating the benefits of sand therapy, aromatherapy, inversion therapy and wave-like massage. • Another signature of Qua Spa is its partnership with British beauty pioneer Carol Joy London. Known for discovering the potent power of combining clinically proven Pure Triple-Action Collagen and Refined Golden Millet Oil to achieve instant and transformational results, Carol Joy London products are used at Qua Spa for all signature facial treatments. The first of its kind in Dubai, the signature Ladies Collection Facial with Caviar Repair, Golden Glow and Collagen Lift is not to be missed. How has COVID-19 affected your operations? The health and safety of our guests remains our highest priority. Following governmental protocol, Qua Spa is
currently closed and will remain so until the restrictions are lifted. Upon opening, we will continue to ensure all social distancing regulations issued by Dubai authorities are enforced, and we already have rigorous hygiene procedures in place throughout Caesars Bluewaters Dubai. How will you be emerging after the pandemic and what sort of new offerings will you have in store? It goes without saying that these have been very challenging times and I believe our guests will be seeking out ways they can support their mental wellness and physical health. As such, we have created various offerings which will help our guests overcome the stress of the virus! Firstly, we will focus on heat: viruses hate heat, and heat is known to boost immunity. We have created a new Wet Facility package so that guests can access the steam and sauna rooms without paying for additional treatments, as we understand many people find these areas a great way to treat the upper respiratory systems. In addition, our Iyashi Dome treatment is a therapeutic way to boost immunity while increasing metabolism. Secondly, we are offering a range of new experiences which aim to strengthen both mental and physical wellbeing. The uplifting Happiness treatment, an invigorating full body scrub and massage, uses mandarin and lemon essential oils, which are great immune system boosters as well as improving circulation. The Energising treatment is also a supercharged full-body experience which stimulates the mind and body during these difficult times, using citrus fruits and basil that are great for the immune system. Finally, we also have home-care products available for clients to purchase to extend their blissful experiences beyond the Spa. All products used in our treatments are available for purchase at the Qua Spa reception, including body massage oils, home mists, scented candles, bath foams and lotions. HOTEL & CATERING NEWS ME
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CHAIN OF THE MONTH
MÖVENPICK HOTELS & RESORTS Mövenpick Hotels & Resorts is one of the leading hotel brands in the Middle East and North Africa region. Founded in 1948 by Ueli Prager, it started as a pioneer on the Swiss restaurant scene and grew into an international hotel brand, with inventive culinary excellence at its heart. The story says that Prager named the brand after an experience he had while walking around Lake Zurich; he saw a seagull come down and elegantly catch a piece of bread which was thrown by a bystander, before flying away, hence the name of Mövenpick, with “Möve” meaning seagull in German. Later on, Mövenpick widened its scope with the first healthy fast food restaurant in Zurich, with branded Mövenpick products including coffee and ice cream. The hotel group started in 1973 with the opening of the first hotel airport in Zurich and, in 1983, the renowned chain of Marché restaurants was launched. Over the years, the brand has grown to expand its footprint across 25 countries in Africa, Asia, Europe and the Middle East with over 90 properties globally. In regards to sustainability, Mövenpick Hotels & Resorts has partnered with Green Globe, resulting in it being the most Green Globe-certified hotel brand in the world. Also, more than 50% of qualified hotels and resorts have achieved Green Globe’s gold statues, assuring guests that they are staying with a truly ‘green’ hotel group. Part of Accor since 2018, the acquisition marked the beginning of a promising and successful expansion in key destinations across the MENA region.
Movenpick Resort, Sharm El Sheikh - Egypt
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CHAIN OF THE MONTH
HIGHLIGHTS
Mövenpick Resort & Spa Dead Sea - Jordan
• All of Mövenpick's Hotels and Resorts are known for their extraordinary cuisine, for which the brand is universally famous. Guests can enjoy local cuisine in authentic locations, while specialty restaurants are designed with special occasions in mind. • Mövenpick Hotels & Resorts prides itself in offering its guests Mövenpick products throughout its properties worldwide, including Mövenpick ice cream, coffee, chocolate, yogurts, jams and more. • In all destinations, guests can rely on legendary signatures dishes, marrying tradition with culinary innovation. Classic eats range from the Zürich-style veal and Riz Casmir, incorporating curry and tropical fruit and invented by Ueli Prager, to the beef steak tartare, one of the greatest culinary achievements, perfected by chefs over time. For a sweet taste, guests can enjoy the sweet carrot cake, a modern take on the traditional Swiss ‘Rüebli Chueche’, gluten-free.
Movenpick Ibn Battuta Gate, Dubai
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CHAIN OF THE MONTH
CURRENT PROPERTIES IN THE MENA REGION
UPCOMING PROPERTIES IN THE MENA REGION
• Number of properties: 57 hotels (MENA) • Number of keys: 13,813
• 18 hotels in pipeline (up to 2023) • Keys: 5,488
Movenpick Marrakech
Movenpick El Gouna - Egypt
Mövenpick Resort Petra - Jordan
Movenpick Tanger - Morocco
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CHAIN OF THE MONTH
MARK WILLIS CEO MIDDLE EAST AND AFRICA, ACCOR What are the main challenges you face in hotel management and operations? As all hotel companies in the hospitality industry operating during the times of COVID-19 and looking beyond, there are a number of operational and service implementations, which will need to be rolled out in our properties. For our Mövenpick properties, and all Accor properties, we have just launched the Accor ALL SAFE programme, as well as a global partnership with AXA. Making sure that all hotels are compliant in the coming weeks will be our first priority to ensure the safety and well-being of our guests and team members. The next steps will be to continue to develop and implement guest and local legislation requirements as they arise, as we also work on new benefits and offers for travellers. What do you think are the most important criteria for a smooth flow of F&B operations? Food and Beverage is embedded into Mövenpick’s DNA. The brand started as a restaurant (Marché), which then found its natural evolution into hotels. This combination of its F&B roots with the long history of experience and know-how (nearly 40 years), provides the brand the ideal foundation to bring exceptional dining experiences to its guests. I strongly believe the ideal flow of F&B operations starts with the right foundation; however, it needs to be followed through with local knowledge and expertise as well. To ensure this is achieved, in all of our hotels not only Mövenpick’s hotels, we have ensured to place the right teams, from the regional team in Dubai all the way to our local teams, on the frontline serving guests in our properties.
How do you see the future of the chain? Mövenpick is a very well known and loved brand in our region; I am confident this will only grow from strength to strength in the coming years as we continue to develop and open new properties. What do you think is the most important factor to keep in mind when facing future challenges? Teamwork and flow of information and
knowledge is at top of mind when I think of future challenges. As the past months have shown us, it has been extremely important to share information, not only within team members of our regional team, but also between hotels, teams, regions and with our main office in Paris. The best way to face a potential challenge is to have as much information as possible in order to find the right solution. With COVID-19, the amount of information is changing at a very rapid pace, on a daily basis even.
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MARKETPLACE
NRTC Group
Mohammad Nassar Al Refaee, CEO of Nassar Al Refaee Trading Company (NRTC), tells Hotel & Catering News Middle East all about the fruit and vegetable supplier
Tell us a bit more about NRTC Fresh and your latest plans. NRTC Fresh was founded in December 2018 and is an online delivery platform that supplies high-quality produce from local and international farms to UAE residents. The e-commerce platform boasts a wide range of locally grown and top-quality imported fruits and vegetables that come in different sizes such as whole, pre-cut, pre-packed, or the newly added “bulk buy” that consumers can avail free delivery on when spending a minimum of AED 80 or above. Consumers also have the opportunity to enjoy fresh produce at the comfort of their home by placing their orders through the NRTC Fresh website, or the application available on the App Store and Google Play. 46
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have listed our fruit and vegetable range on online platforms such as Careem NOW, Lunch On and InstaShop among others.
Mohammad Nassar Al Refaee
We’re currently partnering with private companies, governments and banks to offer them special discount codes. Plus, we
How have operations changed recently, amid COVID-19? Given the current situation, at NRTC we’re taking all the necessary measures in line with the World Health Organisation guidelines to contain the spread of the virus and keeping the community as safe as possible. We have enhanced our hygiene practices and briefed all our staff about this situation and asked them to follow these steps: • All staff are required to wash their hands as frequently as possible during the day and try to avoid handshakes. • All operations staff are checked for body WWW.HOTELNEWSME.COM
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What can we expect in terms of B2B in the coming months, and next year? Although some of the restaurants and hotels have lifted the lockdown, consumption and footfall is still very conservative as to what we expect. In our opinion, B2B will be disrupted for quite some time and consumers will need more time to build their trust again to dine in restaurants and hotels. Not to mention, the dine-in experience will change with social distancing, he disposable cutlery, and compromising on quality to reduce cost. We don’t expect any major improvements for next year if no major breakthrough for COVID-19 is achieved.
temperature at the beginning of the shift. • All operations staff are required to wear safety gloves and masks while at work. • All suppliers were notified to follow the above hygiene precautions while delivering at our premises. • All frequently touched surfaces are regularly sanitised and wiped throughout the day. • We’re ensuring that delivery boxes are 100% clean and food grade-certified. • All delivery vehicles are thoroughly washed and cleaned more frequently than before. In addition, we have tripled the size of the team, added double shifts, and increased the delivery fleet from four to 50 to meet increased consumer demand. We have also added ten additional customer care lines to handle enquires, feedback and complaints How will you ensure that supply is maintained? We’re working closely with the government to make sure that we
contribute to the country’s food security for at least three months. As fruits and vegetables fly off the shelves, we guarantee the import of fresh produce worth AED 78 million in the next three months to ensure continuous supply of fruits and vegetables to our customers and retail partners. With weekly imports of 2,100 tons of fresh produce, we plan to stock up on large quantities of fruits and vegetables to mitigate the impact of COVID-19. What new initiatives and activities are you introducing? We recently launched a Pay It Forward initiative to support families and individuals who may have been affected during the ongoing global pandemic. For this initiative, NRTC Fresh pledged to donate five hundred Ramadan Boxes with the first five hundred orders received on the platform. Customers were encouraged to nominate someone they would like to feed when they place their order during Ramadan and NRTC Fresh would deliver a box of fruits and vegetable to them.
How do you stay ahead of competition? Through our various USPs of the platform, which include: • Fresh produce at all time: Being one of the biggest importers in the UAE, we ensure fast stock rotation and an offering of fresh produce at all time • Delivery speed: Less than 24 hours across seven emirates • Wide accessibility: Through the website nrtcfresh.com or the NRTC Fresh App available on the App Store and Google Play • Weekly special offers: Consumers can get unbeatable discounted prices on fresh produce • Various payment methods: Cash and card on delivery, online payment, and the E-wallet options • Wide range in different sizes: More than 1,000 choices of fruits and vegetables in various sizes: whole, pre-cut, prepacked, or the newly added “bulk buy” to provide an option for consumers including large families, to purchase large quantities of fruits and vegetables efficiently • Free delivery: When spending a minimum of AED 80 or above • Hotline customer service: Consumers can reach us via eight different lines on 800NRTCF, talk to us on social media, email us, or Whatsapp us HOTEL & CATERING NEWS ME
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The Challenge Ahead: Hospitality Recruitment Jeremy Vercoe, manager EMEA at online hospitality recruitment portal CatererGlobal.com, discusses recruitment challenges in the industry amid the turbulent aftermath of the global pandemic
Going back to Q4 2019, what were industry personnel predicting in terms of recruitment for 2020? Towards the end of 2019, CatererGlobal. com conducted its annual hospitality recruitment survey, which revealed that more than one-third of employers and recruiters were already coming up against internal budgetary restrictions as they faced the year ahead. As such, at the outset of 2020, operators had fairly conservative expectations around upcoming levels of recruitment for the first half of the year, with expectations for post-summer looking more optimistic with the pending inauguration of Expo 2020. Broadly speaking, many operators across the sector were looking to keep their recruitment spend as tight as possible, approaching the year with caution and prioritising internal hires, as well as utilising existing talent, particularly when it comes to ‘cluster’ roles across departments, or several hotels or venues within a group.
Jeremy Vercoe
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What changes have you seen in hospitality recruitment from the end of 2019 until now? We started the year with the World Travel & Tourism Council reporting that the GCC travel and tourism industry generated $245bn in 2019, accounting for 8.6 percent of the region’s GDP. The industry was responsible for nearly seven-million jobs, or 8.8 percent of WWW.HOTELNEWSME.COM
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the total number of people employed across the region. Locally, the most recent reports from the UAE Ministry of Economy reported that the tourism sector was worth nearly $45bn in 2018, contributing 11.1 percent of GDP. Fast-forward to present day and many businesses are in a state of unforeseen turmoil. Where many were gearing up to increase hiring as they edged closer to Expo 2020 in the latter half of this year, they’re now having to reduce costs at an unprecedented rate, with these trends being reflected across CatererGlobal. com’s platforms. When we look at the tourism cycle for the region, and certainly for the UAE, we see the summer as being lowseason, particularly when it comes to international tourism. While summer does see an uptick in regional tourism travel, operators generally plan for the annual lull, so in some ways the region may be considered to be at a slight advantage over other regions such as Europe, who see their peak tourism trade occur during summer. The usual cyclical planning, however, was no contender to the rapid depreciation bought upon the industry by COVID-19, which has seen recruitment, tourism and the leisure
industry come to a near-halt. Existing plans are now being scrapped and re-written with little foresight into what lies ahead in terms of travel bans and operational restrictions, therefore leaving budgets, revenue, staffing and overall planning difficult to forecast. What’s the current state of play when it comes to the industry and COVID-19? Naturally, the primary immediate focus is on the safety and wellbeing of society, alongside the longevity of the hospitality and tourism businesses. Under more pressure now than ever before, we’re seeing the endurance, positivity, camaraderie and commitment of the industry shine through. As an industry, the recent launch of the Middle Eastern Restaurant Association (MERA) was timely, now offering support to all industry professionals with initiatives such as ‘MERA powered by GRIF (Global Restaurant Investment Forum)’ webinar series. In many cases, we’ve seen management and operators pledge a level of commitment to their employees, promising to do the very best that they can to support, offering, where possible, adjusted shift patterns, and housing, while endeavouring to maintain staff income and
We started the year with the World Travel & Tourism Council reporting that the GCC travel and tourism industry generated $245bn in 2019.
employment wherever feasible. However, for many, the longevity of businesses means sacrifices across the board, with some companies enforcing mandatory annual leave, reduced salaries and, in some cases, unpaid leave where operators don’t have the financial capacity to continue payment of salaries. CatererGlobal.com has seen an increase in job searches in recent months, with the number of vacancies naturally reduced at present. Operationally, following an extended period of lockdown across the UAE, some hotels across the emirates have begun reopening for staycations for residents, as well as the return of dine-in options with limited capacity permitted in venues – however, there’s much debate in the industry on if this is actually doing more harm than good for operators with overheads far exceeding the potential revenue during limited operations. If one thing is clear from the crisis, it’s that hospitality professionals will now place greater consideration on how an employer safeguards their mental health and how it promotes a healthy working environment in all aspects. Employers must ensure that their brand reflects these important considerations, and places emphasis on showcasing a positive brand perception beginning now and continuing throughout the crisis and beyond. What are your predictions for the coming months and the future (postcorona)? As we look beyond COVID-19 to the opportunities the future presents, we’re faced with a level of uncertainty. First and foremost for the UAE, in terms of planning and forecasting, is the postponement of the highly anticipated Expo 2020, which was due to start in October and has now been pushed back by 12 months as a result of the direct impact of COVID-19. Expected to attract 25-million visitors HOTEL & CATERING NEWS ME
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and add 100,000 new jobs to the UAE economy, Expo was a pinnacle event on the regional calendar; its rescheduling is set to be a significant contributing factor to the re-writing of H2 2020 and 2021 plans across the industry. More broadly, we expect to see the introduction of new rules and regulations in order to address requirements from authorities as well as to reflect the new demands from customers. This will require an increased and ongoing focus on staff training to ensure that operators can continue to deliver the high-calibre safety and hygiene measures exercised across the UAE. Anything from hotel room cleanliness to table service protocols will undoubtedly be heavily scrutinized as we resume full-time operations. Given the severe economic headwinds faced by operators, we are likely to see a number of mergers and acquisitions as operators and brands look to sustain their future. From a recruitment perspective, there will be an opportunity for employers to target a candidate-rich market in the post-corona landscape. As operators
have had to rationalise their workforces in recent months, there’s now a wealth of talent available in the market. As a result, the pendulum has swung in favour of the recruiter. Those recruiters who can plan and anticipate their recruitment requirements will be at the greatest advantage to maximise the great wealth
of talent in the market. We’re already seeing a number of operators using CatererGlobal.com to pipeline talent, in anticipation of the market returning. While the current situation is uncertain and ever-evolving, fluidity in planning and operational adaptability is critical for businesses in addressing the challenges for the future norm.
Jan 2020
BIN EID EXECUTIVE SEARCH (Specialised in 5* Hotel Sector) -Since 1995
Celebrating 24 years in Executive Search (Hotels & other Hospitality segment) We thank our Clients, Candidates, well-wishers who directly and indirectly helped us in our wonderful & blissful journey. We also thank the Almighty, Bin Eid team members, ex-employees, associates and numerous unseen souls who supported us to navigate in our 24 years of spectacular journey. Thank you for the trust and confidence placed on us. Currently Hiring:-
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Post Box 5455 Sharjah, United Arab Emirates Email: mdwarrier@bineid.com | Web: www.bineid.com Telephone: +971 6 5686144
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