HOTEL & CATERING NEWS MIDDLE EAST APRIL 2024 ISSUE

FACTS & FIGURES

Nestled by the coast of Lusail sits the splendor of Raf es and Fairmont Doha, where luxury is rooted in even the smallest details. Open the doors to mesmerizing hospitality and make memories in a world of sophistication.

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‘A FLAVOURFUL JOURNEY’

East

EDITOR-IN-CHIEF

EDITOR-IN-CHIEF

Seymone L Moodley seymone@bncpublishing.net

Seymone L Moodley seymone@bncpublishing.net

Contact

CEO

CEO

Wissam Younane wissam@bncpublishing.net

Wissam Younane wissam@bncpublishing.net

DIRECTOR

DIRECTOR

Rabih Najm rabih@bncpublishing.net

Rabih Najm rabih@bncpublishing.net

DESIGNER

CREATIVE LEAD

Christian Harb

Christian Harb chriss@bncpublishing.net

MARKETING EXECUTIVE

MARKETING EXECUTIVE

Aaron Joshua Sinamban aj@bncpublishing.net

Aaron Joshua Sinamban aj@bncpublishing.net

DIGITAL EDITORIAL SUPPORT

DIGITAL EDITORIAL SUPPORT

Karan Moodley karan@bncpublishing.net

Karan Moodley karan@bncpublishing.net

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SUITE TREAT

Step into a world of opulence when you book a Suite at Raffles Doha.

Experience the added luxury of QAR 750 credit to spend on dining in the hotel, and QAR 500 towards any Spa treatment.

Children aged 12 and below are welcome to indulge in the enchantment of complimentary dining.

Rates starting from QAR 3,500 per night

For reservations, please call +974 4030 7100 or email reservations.doha@raffles.com

The Hospitality Pie

I’ve had the privilege of being invited to tables where ideas are exchanged, innovations are born, and cultures are celebrated in this industry, and it can’t be overstated how much the people in this sector inspire me. In fact, it is possibly the number one thing that constantly motivates me to keep outdoing myself. There was a study done by JLL about the UAE’s F&B story that

you will come to find in the following pages of this issue. In the report, the researchers take you through the incredible evolution of the country’s F&B scene, specifically Dubai and Abu Dhabi. They have forecasted that the F&B sector is expected to expand to USD 43.98 billion by 2029, and that the current growth can be attributed to a resilient tourism industry and the UAE’s strong economy. Heat

maps illustrate what was once empty spaces are now bustling dining areas, personal narratives and journeys of chefs are positively impacting dining experiences, homegrown concepts are in demand, and a host of other interesting facts are presented. The amount of interest and investment in the hospitality space has increased, the number of self-made social media chefs has risen, and the amount of media attention the industry gets has grown. Everybody wants a piece of the hospitality pie, and the pie is not just big enough, but it keeps expanding. It’s truly remarkable. Numbers don’t lie, and the numbers are saying that this is the place to be, and now is the time.

In this edition, we've curated a collection of the most recent reports, trends, and statistics shaping the hospitality industry. From emerging trends in travel preferences to insights into consumer behaviour, we've gathered valuable information to keep you informed and ahead of the curve. Whether you're a seasoned industry professional or an aspiring entrepreneur, we invite you to explore the latest developments, gain valuable insights to enhance your business strategies, and share your thoughts and feedback. Happy reading!

SEYMONE L MOODLEY EDITOR-IN-CHIEF seymone@bncpublishing.net

Seymone Leigh Moodley

seymonemoodley

FIVE LUXE DUBAI’S ULTRAGLAM BEACHFRONT RESORT NOW OPEN

Framed against breath-taking vistas of the shimmering Arabian Gulf and iconic landmarks, Ain Dubai and Palm Jumeirah – FIVE LUXE is set to redefine beachfront living.

Joining the disruptive legacy of entertainment, hospitality, and luxury lifestyle powerhouse, FIVE, this ultimate beachfront escape is your ticket to a glam-packed adventure where indulgence knows no bounds, and the fun never stops.

Immersive decadence comes to life over 222 stylish hotel rooms and suites, alongside 222 lavish residences for ‘AllYou-Can-Play’ celebrations, complemented by remarkable culinary, nightlife and entertainment experiences, including globally famed, Insta-worthy Ibizan vibes at Playa Pacha’s all-day Pool and Beach parties.

NUJUMA, A RITZ-CARLTON RESERVE, NOW OPEN FOR BOOKINGS

Nujuma, a Ritz-Carlton Reserve, has announced it is open for bookings ahead of its spring opening. Set to welcome guests from May 2024, Nujuma, a RitzCarlton Reserve, forms part of The Red Sea project, one of the Kingdom of Saudi Arabia’s luxury regenerative tourism destinations on the west coast of the country. Nujuma will be the first property from the brand in the Middle East and will join a rare portfolio of just six exclusive estates worldwide.

BLACK SHEEP COFFEE IS SET TO PAVE A BOLD LEGACY IN THE MIDDLE EAST

Black Sheep Coffee, the beloved UK-born coffee brand, is making waves with the launch of it’s first two ventures located in Boulevard Plaza and Opera District, Dubai. Founded by university flatmates Gabriel Shohet and Eirik Holth, the brand’s

rebellious spirit, encapsulated in the motto “Leave The Herd Behind,” is passionately championed by Mohamad Al Farran, the visionary 26-year-old chemical engineer and MEA Developer leading the brand’s fearless expansion into the GCC.

DISCOVER THE ENCHANTING WORLD OF BACHA COFFEE AT ITS DEBUT LOCATION IN THE DUBAI MALL FASHION AVENUE

Mohamad, who fell in love with Black Sheep Coffee during his studies in the UK, brings a fresh perspective and passionate leadership to the brand’s expansion, infusing it with a dynamic energy that propels it into new territories.

Bacha Coffee at Dubai Mall invites guests to travel through their cups to the original Bacha Coffee location inside the Dar el Bacha Palace of Marrakech. Reminiscent of the era of the brand’s founding in 1910, the décor is accented with iconic motifs, meticulously hand-painted features and an ochre-hued coffee wall in true Bacha Coffee fashion. Bacha Coffee introduces an indoor alfresco concept, seamlessly blending into The Dubai Mall’s glamour. Immerse yourself in the refined ambience, offering over 200 handselected coffee beans from Africa, the Arabian Peninsula, Central and South America, the Caribbean, and Asia. Choose your preferred beans, expertly ground to order by in-house Coffee Masters for a bespoke brewing experience.

PANCHALI MAHENDRA

ASCENDS TO CEO OF ATELIER HOUSE HOSPITALITY, DRIVING STRATEGIC GROWTH

Atelier House Hospitality (AHH) is pleased to announce the next stage promotion for its leader, Panchali Mahendra, to Chief Executive Officer. In this role Panchali will expand AHH’s content and offerings, partnerships and collaborations, and geographic reach in the region and Southeast Asia. She will also strengthen the team with precise talent additions to meet our goal to be the premium boutique firm in the area.

DAN COMPANY AND HILTON SIGN AGREEMENT TO OPERATE DAN’S FIRST THREE RESORTS AT UNIQUE FARM-BASED TOURISM DESTINATION IN AL-AHSA, SAUDI ARABIA

Following a signing ceremony during a recent visit to Saudi Arabia by global Hilton leaders, leading global hospitality company Hilton and Dan Company, a Public Investment Fund (PIF) company specializing in agritourism, ecotourism, and adventure tourism signed an agreement with Hilton to operate three resorts in AlAhsa – Al-Ahsa Agritourism Resort, LXR Hotels & Resorts; Al-Ahsa Eco Resort, Curio Collection by Hilton; and Al-Ahsa Adventure Resort, Curio Collection by Hilton.

The resorts will be in Al-Ahsa, a significant agricultural region in Saudi Arabia’s Eastern Province and UNESCO World Heritage site, which is home to Al-Ahsa Oasis – the largest date palm oasis in the world. With lush surroundings and homegrown farms at its doorstep, the 1.8 million

square meter master development aims to create a premium farm-based tourism destination in the heart of Al-Ahsa, attracting visitors looking to connect with nature and enjoy a diverse range of experiences.

EMIRATES NBD, MARRIOTT BONVOY® AND MASTERCARD UNVEIL TWO NEW CO-BRAND CREDIT CARDS IN THE UAE

Emirates NBD, a leading banking group in the Middle East, North Africa and Türkiye (MENAT) region, and Marriott Bonvoy, the award-winning global travel programme by Marriott International, announced the launch of two new credit cards in the UAE in collaboration with Mastercard. The existing award-

winning credit card between Emirates NBD and Marriott Bonvoy will be upgraded to a World Elite card with enhanced premium benefits for both new and existing cardholders, while the launch of a new World card will unlock access to unparalleled travel experiences and benefits for a broader audience.

DELIVEROO UAE ANNOUNCES PARTNERSHIP WITH KAYALI

Deliveroo UAE has announced its partnership with KAYALI, the renowned perfume brand founded by beauty mogul Mona Kattan. This collaboration marks a significant milestone in the realm of on-demand shopping, as Deliveroo becomes the sole aggregator to offer KAYALI’s luxury fragrances under its newly launched Shopping vertical, redefining convenience and accessibility for customers across the UAE.

BURJ AL ARAB JUMEIRAH

NAMED MOST RECOMMENDED HOTEL IN THE UAE FOR 2024

DUBAI'S MOST ICONIC HOTEL RENOWNED FOR ITS DISTINCT GUEST EXPERIENCE AND SERVICE, BURJ AL ARAB JUMEIRAH HAS TOPPED YOUGOV’S HOTEL ADVOCACY RANKINGS 2024

Burj Al Arab Jumeirah, an iconic symbol of luxury hospitality globally, has proudly clinched the top spot in the prestigious YouGov Hotel and Airline Advocacy Rankings 2024 for the UAE, reaffirming its status as a paragon of excellence in the industry. This accolade serves as a testament to the hotel's unwavering dedication to delivering unparalleled service and unforgettable guest experiences, reflecting its commitment to setting new benchmarks in luxury hospitality.

The YouGov Hotel and Airline Advocacy Rankings 2024, which spotlight brands excelling in customer recommendation, draw insights from the comprehensive YouGov BrandIndex, covering various brand health metrics. Burj Al Arab Jumeirah's Regional

Vice President for Jumeirah Group and General Manager, Giovanni Beretta, expressed immense pride in this achievement, emphasising the hotel's continuous efforts to elevate hospitality standards and provide guests with exceptional experiences.

Renowned for its distinctive architectural design, personalized service, and exceptional dining offerings, including the Michelin-starred restaurant Al Muntaha, Burj Al Arab Jumeirah has established itself as a beacon of Arabian luxury on the global stage. Beretta underscored the hotel's commitment to innovation and excellence, evident in its groundbreaking moments, such as events hosted on its iconic helipad and breathtaking drone displays.

The hotel's helipad has witnessed an array of iconic events, from sporting events to DJ concerts, and even art installations commemorating UNESCO World Heritage Sites' anniversaries. Recently, the hotel made history with a groundbreaking stunt in collaboration with Red Bull, where a plane piloted by Luke Czepiela landed on the helipad, showcasing the hotel's dedication to pushing boundaries and creating unforgettable experiences.

Off the helipad, Burj Al Arab Jumeirah continues to captivate guests with spectacular displays, setting a recent world record for its stunning Chinese New Year celebration featuring illuminated drones forming intricate shapes over the Arabian Gulf. These awe-inspiring activations underscore

the hotel's commitment to innovation and its ongoing efforts to redefine luxury hospitality in the UAE and beyond.

Beretta expressed excitement about the hotel's future endeavours, reaffirming its commitment to delivering unparalleled luxury experiences and setting new standards in the global hospitality industry.

The YouGov Hotel and Airline Advocacy Rankings 2024 provide insights into which hotel and airline brands receive the highest recommendations from their customers. These rankings are based on data collected by YouGov BrandIndex, a tool that continuously monitors hundreds of brands in the UAE across 16 important brand health metrics.

Hotel advocacy rakings 2024: UAE

RENOWNED FOR ITS DISTINCTIVE ARCHITECTURAL DESIGN, PERSONALIZED SERVICE, AND EXCEPTIONAL DINING OFFERINGS, INCLUDING THE MICHELIN-STARRED RESTAURANT AL

MUNTAHA, BURJ AL ARAB JUMEIRAH HAS ESTABLISHED ITSELF AS A BEACON OF ARABIAN LUXURY ON THE GLOBAL STAGE.

Visit the LIBRARY BAR and stay at the Abu Dhabi EDITION Hotel

Designed to offer an elevated drinking experience, The Library Bar inside The Abu Dhabi EDITION Hotel is a unique space that blends the sophistication of a contemporary cocktail lounge and the spirit of an easygoing neighbour bar. It is where elegance meets charm; excellent drinks are made, and a surprisingly delicious menu exits. It is no wonder that the number one World’s 50 Best Bars,

DISCOVER AN ELEVATED BAR EXPERIENCE AT THE LIBRARY BAR, WHERE BOOKS ARE ABSENT, BUT SOPHISTICATION IS PRESENT

SIPS Barcelona, headed by Simone Caporale, decided on Library Bar for its ‘one night only’ experience this February.

Rich wood panelling, plush leather seating, and cleverly curated artwork adorn the bar, creating a cosy yet upscale environment. The menu comprises handcrafted cocktails, premium spirits, and fine wines meticulously curated by skilled mixologists and sommeliers. Each drink is a masterpiece, emphasising quality ingredients, crea-

tive flavour combinations, and impeccable presentation. Whether you’re looking for a quiet evening of relaxation, engaging in lively conversation, or enjoying the music from your seat, The Library Bar offers the perfect setting. It promises an elevated experience for every guest, and it delivers.

What to drink

Here are some exclusive signature drinks at the Library Bar, each drawing inspiration from the rich flavours and tastes of the Middle East. One standout is LABNEH – Its flavour profile might evoke memories of a Pisco Sour, but upon closer inspection of the ingredients, one will find a completely unique concoction reminiscent of the familiar Middle Eastern milk drink with a punch. Another noteworthy creation is GAHWA, the Arabic term for coffee, a drink that embodies both uniqueness and ambition. Three distinct drinks (coffee, chai, and Moroccan tea) are ingeniously combined into one, resulting in a taste sensation unlike any other. The aim is to continually push the boundaries of mixology and offer guests an unparalleled drinking experience, according to head mixologist Ryan Remulta.

“A VISIT TO THE LIBRARY BAR PROMISES A TRULY UNFORGETTABLE EXPERIENCE, THANKS TO METICULOUSLY CRAFTED DRINKS, ENGAGING PRESENTATION, AND EXCEPTIONAL SERVICE.”

“When creating a new menu, my focus isn’t on tailoring the drink to a specific demographic. Instead, I aim to craft a unique beverage that offers guests an experience they haven’t encountered before. A visit to the Library Bar promises a truly unforgettable experience, thanks to meticulously crafted drinks, engaging presentation, and exceptional service,” he adds.

What to eat

The bar bites menu is curated by Chef De Cuisine Fernando Tapia of Oak Room. Showing off the tastes of the steakhouse menu, it features items such as Sanchoku Wagyu Striploin Skewers, Beef Tartar & Caviar Tart, Angus Beef Burger, and Dibba Bay oysters, among others. It is possibly the most polished and tasty bar menu you will find.

The Library Bar is renowned for its hosting of takeovers by acclaimed bars from around the world, such as Punch Room London EDITION and Punch Room Madrid EDITION, as well as Side Hustle Brews in Abu Dhabi. Additionally, it has collaborated with some of the top bars globally, including Sin + Tax Bar and, most recently, SIPS Barcelona, ranked as the world’s best bar.

Where to stay

The Library Bar is one of many highlights at this location; the location itself, the Edition Abu Dhabi Hotel, is equally a must-try. Whether you are looking for accommodation for a brief business trip or a weekend escape or want to treat yourself to a night at the Library Bar before retiring, the Edition Abu Dhabi Hotel is a fantastic choice. If you have yet to experience it, this hotel is a destination you should notice. And I’m going to tell you why.

Let’s start with first impressions, the Abu Dhabi EDITION boasts a distinctive exterior characterised by a lattice-like shell reminiscent of the lateen sails found on traditional dhow boats historically constructed in the region. Inside the hotel, you will find a five-story lobby adorned with a kinetic art installation titled “In 20 Steps,” crafted by the globally acclaimed collective Studio Drift. Spanning the entire lounge area, this artwork evokes humanity’s desire for flight. On the mezzanine level, you can discover a mesmerising water feature sculpted from black marble. Designed to emulate the movements of the desert sky at night, it brings a sense of tranquillity and elegance to the space. Throughout the lobby lounge, guests will encounter furniture pieces that blur the line between art and functionality. These furnishings, such as the braided armchairs, are the creations of local artist Latifa Saeed and draw inspiration from the unique braiding techniques employed by Emirati children.

The hotel prides Itself on its connection to the country's arts, culture, and people. This connection is demonstrated through partnerships with local creatives such as Latifa Saeed and Hajar Tenaiiji and collaborations with chefs like Sheikha Hesa AlKhalifa and Sara Aqel. These collaborations showcase the exceptional talents found locally and emphasise the rich cultural heritage and culinary expertise within the UAE.

When it comes to providing its guests with the highest standards of service and hospitality, it’s felt. Comprehensive and continuous training programs have been implemented for all staff, stressing the principles of luxury hospitality, personalised guest experiences, and anticipation of guest needs. Equipped with these skills and knowledge, all staff members consistently deliver service excellence throughout every corner of the hotel.

The hotel maintains a harmonious balance between luxury and sustainability by incorporating eco-friendly initiatives into its operations and services, without compromising exceptional comfort and luxury.

Advanced energy management systems are deployed to monitor and regulate energy consumption, employing smart thermostats, LED lighting, and high-efficiency HVAC systems to minimise environmental impact while maximising guest comfort is part of their strategy. They also actively reduce waste through recycling programs and the reduction of single-use plastics. Guests are encouraged to participate in sustainability initiatives, like refillable water bottles. The hotel’s restaurants prioritise sustainability by locally sourcing ingredients, reducing food miles, and supporting local farmers and producers. Staff members receive regular training on sustainability practices. They are encouraged to contribute innovative ideas to further the hotel’s environmental objectives, ensuring a collective commitment to sustainability across the team.

The team takes immense pride in being a part of an award-winning collective. Their most fulfilling aspect is the opportunity to create memorable guest experiences. Witnessing guest’s check-out with genuine smiles, knowing they have played a role in creating a celebrated stay, gives them gratification, and it shows. And watching team members grow, develop their skills, and surpass their expectations is the hotel’s biggest accomplishment. The Abu Dhabi EDITION Hotel is must-try.

10 THINGS I LOVE ABOUT THE ABU DHABI EDITION HOTEL

1. In-room dining exceeds expectations.

2. The Library Bar serves the best margarita pizza I've had this year—yes, from a bar.

3. The sommelier at Oak Room has been voted the best in the UAE, and when you meet him, you'll see why.

4. The hotel comes alive at night, offering everything you need without leaving.

5. The design is captivating—I couldn't take my eyes off it.

6. The personalisation is special.

7. Every staff member I encountered was a great host throughout.

8. The rooms are stylish and highly functional.

9. Spa experiences begin with a unique and intentional sound healing practice.

10. I saved the best for last; breakfast is served until 5 PM!

‘A FLAVOURFUL JOURNEY’

JLL PRESENTS AN EXTENSIVE WHITEPAPER REPORT

DETAILING

JLL's recent whitepaper, titled "A Flavourful Journey: A Comprehensive Look at the Evolution and Trends in the UAE's F&B Sector," highlights the burgeoning opportunities for F&B entrepreneurs and investors in the UAE. With the foodservice market projected to reach an impressive USD 19.98 billion in 2024, there is a growing interest in setting up or expanding operations within the sector. The whitepaper outlines current trends and market potential across various categories, indicating that the F&B sector is expected to expand to USD 43.98 billion by 2029, representing a compound annual growth rate (CAGR) of 17.09%, according to forecasts by Mordor Intelligence. The growth of the F&B sector can be attributed to several factors, including a resilient tourism industry and a strong economy in the UAE. Additionally, the competitive environment within the country has contributed to the sector's expansion. The UAE's GDP is expected to grow from 3% in 2023 to 4% and 5% in 2024 and 2025, respectively. Government initiatives, favourable regulations, and a dynamic demographic, particularly in newly developed areas, have further bolstered the performance of the F&B sector, particularly in Dubai and Abu Dhabi.

THE EVOLUTION AND TRENDS WITHIN THE UAE'S F&B SECTOR

Kostas Papadakis, Manager, Foodservice Consulting, MENA at JLL, said: “Propelled by a sturdy increase in domestic and international tourism as well as a growing multicultural consumer base, the UAE’s F&B sector today doesn’t only mirror economic growth but also a dynamic culinary evolution. From the rapid expansion of fast food to the flourishing fine dining scene and the rise of specialty coffee, the diversity and innovation in the UAE's F&B offerings showcase a market attuned to consumer preferences and global trends. Moreover, from the sector’s commitment to sustainability, personalised dining experiences, and the success of homegrown concepts, it is clear that the nation's gastronomic landscape is becoming a global powerhouse, further enhancing the UAE’s diversification strategy.”

In Dubai, the growth of inland areas such as City Walk, Jumeirah 1, Dubai Investment Park, Dubai Hills, and Dubai Creek, along with the development of commercial, industrial, and residential sectors in these regions, has significantly contributed to the upward trajectory of the foodservice industry in the city. Conversely, the expansion of the sector in Abu Dhabi can be attributed to the thriving tourism industry and increasing demand from residents in areas with new at-

tractions and entertainment concepts, such as the vibrant Al Mamsha Promenade on Saadiyat Island, Al Reem Mall and Reem Central Park on Al Reem Island, and the Yas Bay Waterfront on Yas Island.

As Dubai and Abu Dhabi continue to gain prominence in the region's culinary scene, foodservice categories have evolved to meet changing consumer preferences. Fast food remains dominant, comprising approximately 36% and 35% of the foodservice market in Dubai and Abu Dhabi, respectively, in the first half of 2023. Dubai's higher cost of living drives residents towards more affordable dining options like fast food, while in Abu Dhabi, rapid indus-

trial expansion in areas like Musaffah has fuelled demand for quick-service meals.

The emphasis on convenience has propelled the popularity of all-day dining, casual dining, and fast-casual categories. All-day dining in Dubai and Abu Dhabi saw a 40% and 30% annual increase in 2022, respectively, while the number of new fast-casual units in both cities surged by 40% during the same period. Fine dining is also expanding, with Dubai experiencing nearly 20% annual growth in 2022 and an additional 8% increase in the first half of 2023. Abu Dhabi witnessed a remarkable 33% annual increase in new fine dining units in 2022 and an additional 11% rise in the first half of 2023. The emergence of areas like Yas Island as sophisticated fine dining destinations reflects this growth. The growing preference for specialty coffee has led to a steady rise in new Refuel and Relax units in Dubai, with a 25% surge in 2022, while Abu Dhabi saw a 12% increase during the same period. With consumers increasingly prioritizing health, wellness,

and sustainability, there is a greater demand for F&B brands that align with their values. Food transparency has become a strategic differentiator, with a focus on ingredient origins and environmental impact.

Personalised dining experiences, where chefs can showcase their talent and share stories, are gaining popularity. New foodservice concepts provide opportunities for connections and community-building, catering to individuals with similar interests and values. The success of homegrown culinary concepts in international markets further enhances the reputation of the UAE's culinary offerings globally.

Here are some key findings from the report:

Factors bolstering the surge in the UAE’s F&B industry

Economic stability and favourable regulations

The UAE boasts one of the most resilient and steady economies in the region. According to Oxford Economics (OE), the UAE's GDP experienced a growth rate of 3% in 2023 and is forecasted to increase by 4% and 5% in 2024 and 2025, respectively. This economic stability lays a strong foundation for the establishment of thriving F&B ventures within the nation. Alongside a robust economy, the UAE offers a beneficial regulatory framework. Businesses in the UAE enjoy comparatively lower tax rates than other Middle Eastern countries, fostering an atmosphere of competitiveness and efficiency. These advantages enable F&B businesses to realise significant cost savings, enhance their profitability, and set the stage for long-term financial prosperity.

Substantial growth in tourist arrivals

As per data from Dubai’s Department of Economy and Tourism (DET), Dubai experienced a remarkable influx of tourists in 2023, with a recordbreaking 17.15 million visitors. This

figure surpassed the previous record of 16.73 million visitors in 2019 and represented an increase of over 19% from the figures recorded in 2022. The consistent rise in tourism can be attributed to the proactive measures taken by the government to enhance accessibility, coupled with a wellcoordinated calendar of events. This strategy plays a crucial role in driving visitor traffic and boosting performance metrics throughout both low and high seasons. Consequently, this approach has not only bolstered the overall economy but has also directly benefited the F&B sector.

“PROPELLED BY A STURDY INCREASE IN DOMESTIC AND INTERNATIONAL TOURISM AS WELL AS A GROWING MULTICULTURAL CONSUMER BASE, THE UAE’S F&B SECTOR TODAY DOESN’T ONLY MIRROR ECONOMIC GROWTH BUT ALSO A DYNAMIC CULINARY EVOLUTION.”

KOSTAS PAPADAKIS, Manager, Foodservice Consulting, MENA at JLL

A varied and multicultural customer base

According to the Ministry of Foreign Affairs (MOFA), the UAE is host to a dynamic population comprising expatriates from over 200 countries. This vibrant mix contributes to a diverse range of cultural backgrounds, tastes, and dietary preferences. In cities like Dubai, where expatriates make up over 90% of the population, the demand for a wide range of F&B choices becomes crucial. Meeting the needs of such a diverse customer base requires offering a comprehensive and diverse selection of F&B options. This entails catering not only to local residents but also to international visitors seeking genuine culinary experiences.

The UAE’s F&B Evolution

In the past decade, the UAE has initiated numerous efforts to bolster and accelerate the growth of its foodservice industry. By utilising these initiatives, the government has successfully attracted renowned chefs from across the globe, facilitated the expansion of innovative dining concepts, and showcased its diverse and dynamic food culture. Most significantly, these endeavours

have provided a platform for local culinary talent to thrive, offering training programs, hosting competitions, providing financial support, and organising industry events to foster creativity and excellence within the sector.

The UAE's food industry has reached new heights by engaging in global F&B-related initiatives such as the Michelin Guide and hosting major local food events like the Dubai Food Festival and the Abu Dhabi International Food Exhibition (ADIFE). These local events have played a pivotal role in garnering support and enthusiasm from the local population, demonstrating the industry's adaptability to the evolving landscape of global gastronomy. On an international scale, hosting the Expo 2020 in Dubai has been a significant achievement for the UAE. Such events provide worldwide exposure and attract millions of international visitors who can experience the city's culinary scene and create exceptional gastronomic memories.

The recent visit of the renowned international rating guide Michelin to Dubai and Abu Dhabi in 2022 marked a milestone for the emergence of the

foodservice scene in these cities on a global culinary stage. Inclusion in the Michelin guide is a noteworthy achievement for the UAE, as it features cities with a prominent presence in the global foodservice market. The impact of the Michelin guide was palpable, as evidenced by Kym Barter, General Manager and Senior Vice President at Atlantis Dubai, who reported a 20% increase in covers for Dinner by Heston Blumenthal following the restaurant's Michelin Star accolade.

Technological advancements and the growth of ghost kitchens

Technology has brought about a significant transformation in the UAE's food industry, particularly for fast food and fast casual establishments. The rise of online ordering and contactless payments, accelerated by the COVID-19 pandemic, has reshaped consumer habits and intensified market competition. This shift has given rise to ghost kitchens, also known as dark kitchens or virtual restaurants, which operate solely through food delivery apps and websites, foregoing traditional dine-in and takeaway services to reduce operational costs.

Ghost kitchens have seen remarkable growth by catering to evolving consumer preferences for convenience and variety. In response, F&B outlets have embraced this trend by housing multiple virtual brands in one shared venue, allowing for streamlined online orders and food preparations. This strategy has enabled businesses to enhance operational efficiency and generate additional revenue streams. Additionally, the integration of QR codes has simplified the ordering and checkout process, mirroring popular delivery platforms.

Overall, technology is not only revolutionizing the dining experience but also empowering businesses to thrive in a fast-paced digital landscape through advanced ordering systems and smart operations.

Experiential dining concepts on the rise

In the competitive foodservice industry, the quest for uniqueness has prompted various sectors to explore innovative strategies beyond traditional F&B offerings. This has resulted in exciting collaborations between F&B establishments, entertainment venues, and retail brands, ushering in a new era of dining concepts with distinctive offerings. The trend of "dinnertainment," predicted by JLL's "Foodservice in Dubai & Abu Dhabi"

whitepaper in 2021, has continued to capture the interest of patrons, blurring the boundaries between dining and entertainment. This concept has seen significant expansion in recent years, with vibrant establishments like Brass Monkey, Lock Stock & Barrel, Dream by Sunset Hospitality, and Koyo by Solutions Leisure leading the way as popular destinations.

Similarly, partnerships between retail brands and F&B outlets have flourished, both globally and in the UAE. Luxurious brands such as Dior have established pop-up locations at Dubai's Nammos beachside, while Boss collaborated with Aura Skypool. Additionally, Cartier joined forces with Home Bakery in Dubai Mall, pushing the culinary scene in the country to new heights. These collaborations demonstrate the evolving landscape of dining experiences, blending elements of retail, entertainment, and gastronomy to create unique and memorable experiences for consumers.

F&B expansion across Dubai and Abu Dhabi

Dubai

The maps below illustrate the growth of foodservice units in Dubai from historical data up to the first half of 2023. They clearly demonstrate that the post-pandemic growth in the industry was driven by the expansion of food outlets in inland areas like City Walk, Jumeirah 1, Dubai Investment Park, Dubai Hills, and Dubai Creek. The development of commercial, industrial, and residential sectors in these locations played a crucial role in nurturing a thriving market for foodservice establishments. Recognising the opportunities arising from growing demographics and the popularity of these areas, entrepreneurs and operators responded by meeting the increased demand for dining options. This led to the establishment of new F&B outlets or the expansion of existing ones. Examples include the expansion of Nola Eatery, Brass Monkey, and Mythos in City Walk, and Ibn Al Bahr opening its second branch in Dubai Creek. Additionally, historically dense foodservice areas such as Marina, Downtown, and Trade Centre experienced further evolution and expansion, highlighting the dynamic nature of Dubai’s culinary scene.

Food service units in Dubai UNTIL 2020

Food service units in Dubai

UNTIL H1 2023

Abu Dhabi

The growth of Abu Dhabi's F&B sector is fueled by two main factors: a thriving tourism industry and increasing demand from residents. This growth is further accelerated by the ongoing development of new tourism attractions and entertainment concepts. Maps of Abu Dhabi illustrate how these factors are contributing to the rising density of emerging areas, such as Saadiyat Island. Developments like Al Mamsha Promenade, a beachfront destination featuring shops, entertainment, and foodservice units, are driving growth in this area. Similarly, Al Reem Island has seen an expansion in its foodservice offerings with the addition of Al Reem Mall and Reem Central Park. Additionally, Yas Island, already known for its entertainment and foodservice industries, continues to evolve with projects like Yas Bay Waterfront, enhancing the island's status as a premier destination.

“In recent years, Dubai and Abu Dhabi have become culinary powerhouses. These two emirates, known for placing high importance on F&B, have not only captivated the local food enthusiasts but also started making their mark on the global gastronomic map. Both cities have heavily invested in creating unique dining experiences and attracting world- renowned chefs by hosting several food festivals, events, and programmes to celebrate their diverse gastronomic offerings. “

Exploring the Newest Trends in the UAE F&B Sector

Food Transparency

Due to shifts in consumer attitudes and a heightened focus on health, sustainability, and ethical practices, food transparency has become paramount for brands. By prioritising transparency, brands not only build trust and credibility but also forge a deeper connection with consumers, aligning their values with their culinary experiences, ultimately differentiating themselves in a competitive market and fostering long-term success.

Food Transparency formats: Revealing the Origin of Ingredients Disclosing the Environmental Impact of Food Choices

Chefs Stories

In the dynamic foodservice industry of the UAE, consumers increasingly seek the personal narratives and journeys of chefs, finding greater resonance with those who openly share their experiences and promote homegrown concepts. This trend underscores the rising importance of authenticity and tailored dining experiences in the UAE. Social media platforms have significantly facilitated this trend, allowing chefs to showcase their culinary creations and restaurant ambiance beforehand, offering glimpses into the intricate process behind their dishes

and fostering a transparent and relatable dining experience. Additionally, open kitchen concepts, where diners can observe chefs at work, provide another avenue for chefs to display their skills and passion, enhancing the overall dining experience and cultivating a deeper connection between chef and consumer.

Examples like Ossiano’s Four Hands Experience and TERO exemplify establishments that leverage unique experiences to strengthen this chefconsumer relationship.

Food service units in Abu Dhabi

UNTIL 2020

Food service units in Abu Dhabi

UNTIL H1 2023

HCNME

Homegrown Concepts

Since 2021, there has been notable growth in homegrown culinary ventures within the UAE, as outlined in JLL’s previous whitepaper, reflecting an increasing demand for unique, locally inspired dining experiences. Entrepreneurs and chefs are innovating to meet this demand, enriching the UAE's culinary landscape with culturally relevant concepts. This surge in homegrown F&B concepts aims to offer authentic dining options for both residents and tourists, driven by a desire to cater to diverse consumer preferences. Additionally, the flourishing tourism industry in the UAE is fuelling the foodservice sector, attracting residents and well-travelled locals who appreciate high-quality cuisines. This has led to the rise of homegrown international cuisine concepts, focusing on signature dishes that authentically represent the country’s culture. Government initiatives such as the Dubai Food Festival and Gastronomy Always On, along with support from Abu Dhabi's Chamber of Commerce and Industry, play vital roles in promoting and nurturing local culinary talent, contributing to the recognition and success of homegrown concepts.

Decision Making Based on Values

There has been a significant change in the food industry's approach, with brands now delving into people's values alongside traditional demographic analysis to better comprehend and match their behaviours, thereby enhancing market strategies. With consumers prioritizing meaningful experiences, foodservice establishments offer a platform for like-minded individuals to connect, fostering a sense of community. Consequently, by aligning their offerings with consumer values, these establishments can effectively cater to their target audience and deliver more meaningful experiences.

The UAE has emerged as a focal point of culinary innovation and quality, bolstered by its diverse culinary scene and commitment to excellence. With a forward-thinking approach to meeting evolving consumer needs and creating

an attractive investment environment, the country is poised to enhance its global standing in the foodservice industry. This sets the stage for further growth in the F&B sector, underscoring its position as a dynamic and thriving industry internationally.

This feature owes its existence to the research and insights provided by Jones Lang Lasalle IP, Inc. through their 2024 whitepaper titled "A Flavourful Journey: A Comprehensive Look at the Evolution and Trends in the UAE's F&B Sector".

CONTENT CREATION AND STORYTELLING THE POWER OF IN THE CULINARY WORLD

In today's digital age, the power of social media has transformed the landscape of talent discovery and personal branding. No longer confined to traditional routes of recognition, individuals from all walks of life are leveraging platforms like Instagram, TikTok, and YouTube to showcase their culinary skills and passions. What was once a hobby or hidden talent can now become a full-fledged F&B brand, as social media provides a stage for aspiring chefs to share their creations, recipes, and culinary

journeys with the world. With the ability to reach audiences far beyond their local communities, social media chefs are rising to fame, challenging the norms of the culinary industry, and carving out their own unique paths to success. Through captivating content and engaging storytelling, they are not only building loyal followings but also establishing themselves as influential figures in the food and beverage world. Among these individuals is, Chahrazad Al Hajjar.

Chahrazad is multi-talented, known for her expertise in baking, cooking, and content creation. With a large following on Instagram, she shares recipes, tutorials, and tips on cakes, macarons, and other delectable desserts. Over her 8-year baking journey, Chahrazad has been featured on Abu Dhabi TV, prominent billboards, and various media platforms, collaborating with brands like Samsung, Ounousa, and Atbaki to create recipe videos, including special Ramadaninspired dishes.

In 2020, she expanded her reach by offering online baking classes, attracting baking enthusiasts from all over the world. Chahrazad also launched her own line of luxury sprinkle mixes, Pinkles Official, which quickly gained popularity and sold out within weeks of its release.

Additionally, she introduced the Whippy Baking App, available on both Apple Store and Google Play, where she continues to share her baking recipes with her audience. Despite her focus on baking, Chahrazad's passion for global cuisine has led her to explore and create dishes inspired by different cultures. Through her travels and culinary experiences, she has developed a diverse palate and shares her knowledge through unique cooking classes and consultancy work, establishing herself as an influential figure in the culinary world. In this interview, Chahrazad gives us a closer look into her rise to fame.

Do you have any formal training, or are you completely self-taught?

Up until last year, I was completely self-taught. However, in 2023, I went to Le Cordon Bleu Paris and attended several courses. I became certified in Pastry, including Macaron, croissants, eclairs, and others.

What is your take on traditionally trained chefs vs selftaught chefs?

I respect both kinds of chefs. Those who undergo formal training learn the right techniques, while self-taught chefs face more challenges with trial and error. I don’t think there’s a right or wrong answer. Both are really good.

Nowadays, you can learn anything and everything over the Internet, but if you have the opportunity to go and learn professionally, then that’s a plus, because you will skip a lot of the trial and error that you would have to do alone.

Can you describe the moment your life changed once you started shaping and chasing your dreams?

While at my corporate job, I decided to start a social media channel as a hobby. I never imagined that I would reach where I am today. The turning point was when I started blowing up and becoming very famous on TikTok in 2021. As a result, all the opportunities that I had dreamed of for years came my way, including my appearance on the Fatafeat channel, publishing a book globally, and having the option to open my own bakery shop and get a lot of orders from my followers.

What do you find most rewarding about connecting with your audience through TikTok/IG, and how does their feedback influence your content creation and culinary creations?

I think connecting with my audience on social media, whether IG, TikTok or YouTube, is a double-edged sword— it has a lot of benefits, and it also has its cons. The cons are that, of course, there’s bullying and negative comments, but on the other hand, there’s a lot of positivity. You are appreciated for the hard work that you do, you get cheered on to achieve your dreams, and most importantly, there’s a lot of constructive feedback that you can use to improve yourself. Feedback, suggestions, and advice from my audience that I received over the years shaped a lot of what I did and do. I think we should always have an open mind about social media. You should listen and use that feedback to improve yourself, your content, and your technique.

Staying relevant is essential to surviving online. How do you keep yourself relevant?

I keep myself updated on the latest trends and hacks that are going viral, and I always put my own spin on them. Any new tools that the social media platforms launch, you need to make use of. This will help you stay relevant and modern, and it sparks new ideas. Don’t do the same thing repeatedly—people get bored. The market is very saturated. Social media is now full of content, creators, food bloggers, chefs, so how do you stand out? You need to keep coming up with new ideas, different ideas. Don’t copy others—come up with your own ideas, be creative.

Can you share the recipe for your most popular dish?

RECIPE NAME: AL MALIHIYA

Ingredients:

> 1 kg short-grain Egyptian rice

> 500g meat with fat

> 1 tablespoon dried mint

> 1 teaspoon ground cardamom

> Salt and black pepper to taste

> 2 white onions, sliced

> 10 cloves garlic, minced

> Cinnamon

> Loumi

> 2 packets of Safi yogurt

> Hot water

> Saj bread for serving

Steps:

> Marinate the meat with salt, black pepper, and various spices such as allspice.

> Add hot water and cook over medium-high heat until it boils.

> Stir in the Safi yogurt, dried mint, onions, spices, loumi, and garlic.

> Continuously stir the mixture until the meat is cooked.

> In another pan, add oil and rice. Stir for 1 minute before adding water.

> Pour in water, bring to a boil, then reduce the heat. Cover and let the rice cook. Add salt.

> In a large serving dish, place the Saj bread.

> Top with the cooked rice in the center, leav ing the sides empty.

> Drain the meat and place it over the rice.

> Decorate with toasted nuts.

> Serve the meat stock on the side.

"My journey in the hospitality industry has been marked by a steadfast commitment to excellence, a genuine passion for guest satisfaction, and a relentless pursuit of growth and innovation."

KEMAL SIRTIKIRMIZI, General Manager of Waldorf Astoria, Kuwait

a conversation with

KEMAL SIRTIKIRMIZI

GENERAL MANAGER OF WALDORF ASTORIA KUWAIT

With a wealth of experience and a profound commitment to excellence in hospitality, Kemal Sirtikirmizi, the General Manager of Waldorf Astoria Kuwait, brings a unique blend of leadership, innovation, and passion to his role. Under his stewardship, Waldorf Astoria Kuwait has emerged as a beacon of luxury and prestige in the heart of the region. Kemal shares the extraordinary story of his journey in the hospitality industry, delves into what sets Waldorf Astoria Kuwait apart, and provides valuable insights into his vision for the future of luxury hospitality.

Can you tell us about your background in the hospitality industry and how you became the General Manager of Waldorf Astoria Kuwait?

My journey in the hospitality industry has been marked by a steadfast commitment to excellence, a genuine passion for guest satisfaction, and a relentless pursuit of growth and innovation. My role as the General Manager of Waldorf Astoria Kuwait represents the culmination of years of diverse experience and unwavering dedication to the art of hospitality.

Before stepping into my current position, I had the privilege of serving as the General Manager for esteemed establishments such as W Doha and Caresse, a Luxury Collection Bodrum. During my tenure, I had the opportunity to oversee budgets exceeding $50 million, spearhead the success of highrevenue concept restaurants and nightlife venues, and mentor a diverse team of 800 employees. These experiences equipped me with invaluable skills in operations management, strategic planning, and team leadership.

Additionally, my earlier roles, including Acting General Manager and Director of Operations at The Nile Ritz-Carlton, Cairo, and Executive roles at prominent hotels like St. Regis Saadiyat Island Abu Dhabi and The Ritz-Carlton properties, further enriched my expertise in luxury hospitality.

As a graduate of Dokuz Eylul University with a background in Tourism Business Administration, I have always sought opportunities for growth and learning.

I have undergone extensive training, including Marriott's Business Forward program and certifications in Total Quality Management and Six Sigma. Fluent in English with exceptional communication skills, I am recognized for my ability to navigate complex challenges and inspire teams to deliver exceptional results.

Assuming the role of General Manager at Waldorf Astoria Kuwait, I bring a wealth of experience, a global perspective, and an unwavering commitment to creating unforgettable experiences for our guests.

I am honored to lead a team of talented individuals and contribute to the legacy of excellence associated with the Waldorf Astoria brand.

What distinguishes Waldorf Astoria Kuwait from other luxury hotels in the region?

Waldorf Astoria Kuwait stands as a beacon of prestige and luxury, uniquely positioned within The Avenues, the country's largest retail, entertainment, and lifestyle destination. Crafted by the renowned Dubai-based

architecture firm LW Design Group, the hotel embodies timeless luxury and elegance, drawing inspiration from the original Waldorf Astoria in New York.

Featuring 200 contemporary deluxe rooms and suites, Waldorf Astoria Kuwait offers the largest entry-level accommodations in the region. Our array of first-class amenities includes award-winning restaurants, a stunning outdoor pool, the signature Waldorf Astoria Spa, exclusive access to The Ikaros Club, and a family-friendly Waldorf Astoria Kids’ Club.

Moreover, with beautifully designed meeting and event spaces, including the spectacular Al Yasmine Grand Ballroom, Waldorf Astoria Kuwait provides a tailored experience for guests of all ages and interests, making it a premier destination in the region.

The design and architecture of Waldorf Astoria hotels are iconic. How does the design of Waldorf Astoria Kuwait reflect local culture while maintaining the brand's global identity?

Designed by the award-winning Dubaibased interior design and architecture firm, LW Design, Waldorf Astoria Kuwait seamlessly integrates elements of local culture with the timeless elegance of the brand.

Inspired by Kuwait's rich history and the legend of Icarus, the hotel's interiors pay homage to the extraordinary Middle Eastern heritage while retaining the art deco elements synonymous with the Waldorf Astoria brand.

The hotel's design draws inspiration from the captivating ancient Failaka Island, incorporating traditional elements such as The Clock, The Library, and Peacock Alley to evoke a sense of unique yet timeless luxury. The use of inlaid marble designs, plush velvet fabrics, and opulent materials further enhances the overall aesthetic, exuding sophistication and grandeur.

Notably, the hotel lobby features the iconic Waldorf Astoria Clock, reminiscent of the clock in the first Waldorf Astoria in New York. Meticulously crafted to reflect the significance of the solar system to the Islamic world, the Clock serves as a symbolic centrepiece, embodying the hotel's commitment to luxury and hospitality.

What unique experiences does Waldorf Astoria Kuwait offer its guests, especially in terms of dining, spa, and other amenities?

Waldorf Astoria Kuwait offers a plethora of unique experiences tailored to delight its guests. With its prime location connected to The Avenues, guests can immerse themselves in a world of culinary delights, including Mediterranean cuisine at AVA, Parisian-influenced dining at Peacock Alley, and award-winning Japanese robatayaki at ROKA.

For those seeking relaxation and rejuvenation, the Waldorf Astoria Spa offers an unparalleled sanctuary of luxury. With authentic spa journeys enriched with local ingredients and world-renowned products, guests can indulge in a range of tailored treatments designed to cater to their wellness and beauty needs.

Moreover, Waldorf Astoria Kuwait provides exclusive experiences such as access to The Ikaros Club, offering a personalized retreat for VIP clientele to unwind, host guests, or conduct meetings in a secluded environment. With its array of amenities and bespoke offerings, Waldorf Astoria Kuwait ensures a memorable stay for every guest.

My approach is rooted in passion, hard work, and a genuine commitment to the wellbeing and success of every team member.

Can you share insights into your leadership style?

As a leader, my approach is rooted in passion, hard work, and a genuine commitment to the well-being and success of every team member. I strive to inspire and empower my team through influential leadership, empathy, and continuous learning and growth.

My leadership style emphasizes open communication, collaboration, and a culture of continuous improvement. Through initiatives such as tailored career workshops, collaborative GM with Lunch sessions, and regular engagement and alignment meetings, I foster an environment where every team member feels valued and motivated to excel.

What challenges do you face as the General Manager in the current hospitality landscape?

As the General Manager in today's dynamic hospitality landscape, I encounter various challenges, including evolving guest expectations and changing industry trends. Keeping pace with these trends and meeting the ever-changing needs of our guests requires continuous innovation, flexibility, and a proactive approach.

Moreover, with the rise of technology and the increasing influence of online reviews and social media, guests are becoming more discerning and expectant of seamless experiences. Addressing these challenges necessitates investments in technology upgrades, personalized services, and a guest-centric approach to hospitality.

By prioritizing guest satisfaction, fostering a culture of continuous improvement, and staying abreast of industry trends, we can navigate these challenges and position Waldorf Astoria Kuwait for sustained success in the dynamic hospitality landscape.

Can you share a memorable guest experience that exemplifies Waldorf Astoria Kuwait's commitment to luxury and hospitality?

One memorable guest experience that highlights our commitment to luxury and hospitality involved a couple from the USA who chose to stay with us while exploring the Middle East. Understanding the significance of their visit, our team went above and beyond to personalize their experience, curating a bespoke tour of Kuwait's hidden gems and cultural treasures. As they explored the city, our team provided insightful commentary and ensured every aspect of their stay exceeded expectations. The genuine connection formed between our staff and the guests exemplifies the warm and welcoming atmosphere we strive to cultivate at Waldorf Astoria Kuwait.

This heart-warming anecdote is just one of many instances where our dedication to luxury and hospitality has left a lasting impression on our guests, underscoring our commitment to creating unforgettable experiences.

How do you envision the future of luxury hospitality, and what role do you see Waldorf Astoria Kuwait playing in that future?

Waldorf Astoria Kuwait is poised to lead the future of luxury hospitality by prioritizing personalized experiences, exceptional service, and innovative offerings. As the hospitality landscape continues to evolve, we remain committed to staying at the forefront of industry trends and exceeding guest expectations.

With initiatives aligned with Kuwait Vision 2035 and the country's plans to boost tourism, including the expansion of Kuwait International Airport, Waldorf Astoria Kuwait is well-positioned to play a pivotal role in shaping the future of luxury hospitality in the region. By leveraging our prime location, world-class amenities, and unwavering commitment to excellence, we aim to solidify our position as the preferred destination for discerning travelers seeking unparalleled luxury and curated experiences.

& the TRAVEL INDUSTRY ENTREPRENEURSHIP

ATM 2024 will discuss how entrepreneurship is fuelling innovation within the travel industry in the Middle East.

Arabian Travel Market (ATM), the premier event for travel and tourism professionals in the Middle East, has announced its upcoming theme: ‘Empowering Innovation: Transforming Travel Through Entrepreneurship.’ Scheduled from Monday 6 to Thursday 9 May 2024 at the Dubai World Trade Centre (DWTC), the 31st edition of ATM aims to delve into the role of entrepreneurship in driving innovation within the travel industry.

Despite the travel and tourism sector contributing over 10 percent to global GDP in 2019, startups within the industry received only 1 percent of total funding across all sectors in the past 15 years, according to McKinsey analysis. ATM 2024 seeks to address this disparity by showcasing how innovators in aviation, accommodation, hospitality, attractions, technology, and other fields are attracting increased funding to bolster the sector’s economic impact.

The event will bring together policymakers, industry leaders, and travel professionals from the Middle East and beyond to foster collaboration, share insights, and explore groundbreaking innovations that promise to reshape the future of global travel and tourism. From startups to established brands, ATM 2024 will spotlight how entrepreneurs are enhancing customer experiences, driving operational efficiencies, and advancing the industry towards a sustainable future.

Danielle Curtis, Exhibition Director at Arabian Travel Market, emphasized the importance of innovation in achieving the industry’s long-term objectives. She stated, “With our theme ‘Transforming Travel Through Entrepreneurship’, ATM 2024 provides a unique platform to showcase

expertise, state-of-the-art technologies, and commercial opportunities poised to revolutionise the sector.”

Building on the environmental focus of ATM 2023, the upcoming edition will prioritize discussions around environmentally responsible travel. In alignment with the UAE’s Year of Sustainability and the 2023 United Nations Climate Change Conference (COP28) in Dubai, ATM 2024 aims to explore how innovation can drive progress towards the UN Sustainable Development Goals (SDGs) and foster a greener travel and tourism sector.

With a record-breaking turnout of over 40,000 travel trade professionals, including 30,000 visitors, at ATM 2023, the event sets the stage for ATM 2024 to empower the global travel and tourism community to embrace entrepreneurship, drive innovation, boost revenues, and enhance sustainability. With the UAE aiming to attract $150 billion in foreign investment by 2030 and positioning itself as an international startup hub, ATM 2024 promises to provide valuable insights and growth opportunities for entrepreneurs in the region’s travel and tourism sector.

“As a global innovation leader, the UAE offers an ideal environment to explore these trends and chart new paths for growth,” Curtis remarked. “Following the unprecedented success of ATM 2023, we eagerly anticipate welcoming the global travel community back to Dubai next year.”

In collaboration with Dubai’s Department of Economy and Tourism (DET), ATM 2024’s strategic partners include Emirates as the Official Airline Partner, IHG Hotels & Resorts as the Official Hotel Partner, and Al Rais Travel as the Official DMC Partner.

EVERY HOTELIER NEEDS TO KNOW IN 2024 REVIEW STATISTICS

MARA AI is an innovative AI Review Reply Assistant software designed to revolutionise how hoteliers and other hospitality enterprises manage their guest reviews. Their latest hotel review statistics for 2024 reveal insights into the significance of guest feedback, response strategies, and the growing role of AI in the hospitality industry. Guest reviews are potent business tools for hotels. Despite this being a well-known fact in the hospitality industry, some business owners and hotel managers remain uncertain

about whether they should invest their time and resources in enhancing their review collection process.

In this feature, we will highlight some of the key insights from the review statistics provided by MARA AI that every hotelier needs to be aware of. This collection of first-hand data gathered by MARA AI reflects the sentiments of hoteliers towards online reviews. These insights are intended to assist not only in improving online reputation but also in optimising operations to ensure optimal guest satisfaction.

The first revelation in the review looks at the importance of guest reviews. Out of 326 participants, the sentiment among hoteliers is evident: 86% deem guest reviews to be highly significant. This highlights the industry's acute recognition of the influence customer feedback can wield over reputation and future business prospects. Nonetheless, it's notable that a mere 2% of hoteliers regard guest reviews as an inconsequential aspect of marketing in the hospitality sector.

The report then looked at if hotels respond to guest reviews. Interacting

2024 HOTEL REVIEW STATISTICS

Explore insights on response time, reputation management, and evolving strategies in hotel review management.

with online reviews has become a customary routine, particularly on prominent hotel review platforms such as Google, Booking.com, and Tripadvisor. The findings indicate that 73% of hoteliers assert they respond to almost every online review, underscoring the industry's dedication to actively engaging in the digital discourse. Conversely, a scant 9% opt not to respond at all, illustrating the widespread recognition of the significance of guest interaction.

In the digital age, promptness in response is paramount. An impressive 4 out of 5 hoteliers address their online reviews within a single day, showcasing their dedication to timely communication. Moreover, a remarkable 97% manage to provide a reply within one week, underscoring the industry's commitment to maintaining an active and responsive online presence.

The next segment in MARA AI’s findings investigated the impact of responding to negative guest reviews. According to MARA AI a study conducted by TripAdvisor showed that 89% of users believed that a thoughtful response to a negative review enhanced their impression of a business. Encouragingly, hotel managers share the same viewpoint on this matter. The consensus among 4 out of 5 hoteliers is that addressing negative guest reviews can profoundly influence the perceptions of potential guests regarding the hotel. This acknowledgment of the importance of online reputation management is spurring proactive responses to criticism and complaints. Negative reviews can serve as validation for the authenticity of your business. Trustpilot highlights that online reputation doesn't solely rely on positive reviews. In reality, presenting genuine, impartial reviews is an ideal method to exhibit transparency and foster trust.

When it comes to positive reviews, top-level executives in the hospitality sector have confirmed that positive reviews are a powerful means to boost revenue. With the accumulation of positive reviews, hotels may experience a surge in bookings, leading to higher occupancy rates.

A look now at who is responsible for responding to guest reviews. According to responses from the MARA AI review, there is a range of staffing strategies for review management, with 31% of hotels assigning a single staff member solely for responding to online reviews. This observation offers insight into the internal frameworks utilised by hotels to effectively manage reviews.

The commitment to managing guest feedback becomes increasingly evident when examining the weekly time investment. A significant 9% of hoteliers exhibit remarkable dedication, spending over 8 hours each week responding to online reviews. Furthermore, a considerable 44% of respondents allocate at least 1 hour per week to this responsibility, underscoring the industry's shared recognition of the crucial importance of actively interacting with guests.

The method of crafting responses varies, as 3 out of 5 hoteliers continue to manually respond to every guest review. But there is a noticeable shift happening, with 1 out of 4 hoteliers adopting AI solutions to streamline and improve their review responses.

Google has considerable influence over businesses, especially within the hospitality sector. Firstly, the

Google Business Profile enables businesses to feature prominently in relevant Google Web and Google Maps searches, connecting potential guests directly to your establishment. Furthermore, the platform offers businesses the ability to activate features such as Google Messages, Reserve with Booking, Multi-property management, and other functionalities. The focus on Google reviews remains a primary concern for numerous hoteliers, with 71% actively gathering reviews on this platform. This aligns perfectly with the increasing influence of Google as a primary source of information for potential guests.

When it comes to other travel platforms, an overwhelming majority of respondents, representing 83%, confirm that they actively engage in responding to Expedia reviews. This proactive approach to addressing feedback on the Expedia platform underscores the industry's dedication to acknowledging and addressing guest experiences on widely recognised travel platforms.

MARA AI concluded their findings by saying that, the hotel review landscape in 2024 is dynamic and continuously evolving. Embracing this change and harnessing AI tools can play a crucial role in staying ahead in the competitive hospitality industry. As hoteliers navigate the complex realm of guest feedback, having access to these key statistics can act as a guide to success, guaranteeing a positive online reputation and improved guest satisfaction.

THE RISE OF AI

IN ONLINE SCAMS

Strategies for safeguarding against online scammers

BY MARTIN KUBLER, CHIEF SLOTH AT THE GLUTTONOUS SLOTH, HORECA CONSULTING WITH ATTITUDE

You may have seen the headlines a little while back about a finance worker for a multinational company in Hong Kong, who was tricked into transferring about $25 million USD into an offshore account owned by scammers. In case you’ve

been living under a rock or just spent the last few months on a remote island without Internet access, here’s briefly what happened:

The finance employee received an email, purportedly from the company’s CFO asking for a very large amount of money to be transferred

into an offshore account. So far so good and, probably like most clued-up finance employees in 2024, the gentleman in question smelled a rat. Not for very long, though, because he promptly received an invite to an online video meeting with the CFO and several other of the company’s executives. He duly attended the meeting, saw and talked to the CFO and received the reassurance that the email was real, and he should go ahead and make the transfer.

The problem? The CFO wasn’t real, and neither were any of the other executives in the video call. All, bar the poor finance employee, were “deepfakes” – videos that were manipulated digitally using AI to make people say or do something they never did. Like attend an online meeting and telling someone to transfers $25 million dollars. Some deepfakes are incredibly realistic and it probably won’t surprise you to hear that criminals are increasingly making use of the technology in creative ways.

Over the past few years, we’ve seen the beginning of what I call “reality blur”, but the lightning-fast development of AI has really accelerated this process and we now find ourselves increasingly in situations where we ask ourselves “Is this even real”. At least, that’s the question we should be asking.

The problem is, as the Hong Kong example neatly illustrates, that the answer to the question isn’t always that easy to ascertain. Sure, few of us deal with transfer of 25$ million USD on a daily basis, but as the technology moves on and becomes cheaper and more accessible, crooks will go for smaller targets. Like with email scams, it’s the quantity of attempts that yields results.

The problem isn’t just confined to video or image deepfakes – a little over a year ago, I was sitting in a café in Abu Dhabi, when I got a message on one of the major messaging apps from the husband of a friend of mine in Dubai, who asked me if I wanted to go for dinner. It so happened that I knew that my friends were in China at the time, so I messaged my friend separately and, sure enough, the husband was with her and not messaging me about

dinner. What was the point of the approach by the fake husband? I never found out, but whoever it was asked me to send a selfie to show it was really me they’re chatting to. If I had sent it, it would have probably been used to bypass my online banking app’s security or to sign me up to any number of undesirable services.

So, what does protection look like? Naturally, there’s no way to make anything fool-proof or rather crooksproof, but there’s a few things you can do:

> Limit the number of apps you’re using. Do you really need 4 different messaging apps? Delete all unused apps from your devices. The fewer entry points crooks have, the safer.

> When it comes to discussing confidential matters or transactions and if you’re connecting with someone for the first time, see if you can find an alternative, additional means of contact. Say they add you on Telegram. See, but don’t ask, if they’re on LinkedIn and send them a message there with

code number or phrase, then ask them in the Telegram chat to check their LinkedIn message and send you the code back.

> Education is key, especially in larger organisations and companies. Make sure your teams are up to date with the latest fraud trends and ways crooks use technology to get people to part with their money or sensitive information.

> Depending on the amounts you’re dealing with or the type of information you’re discussing, consider establishing a daily password for verification of video or phone calls. The password can be distributed by email or intranet to all employees concerned and can then be applied in certain, pre-defined situations. Say the CFO gets a call or a message seemingly coming from the company’s CEO and asking for money to be transferred. He or she would then simply ask for today’s password, before proceeding with the transaction.

> Something that isn’t just good for security, but makes sense overall: The better and more open your internal communication is, the easier it is for people to spot fraud attempts. If your right hand has no idea what your left hand is doing, you’re in for a wild ride.

You might think some of these suggestions are overly paranoid but ask yourself how happy you’d be standing in front of your boss admitting that you just transferred a couple of thousand dirham to some overly convincing deepfake clone of him or her. Personally, I’d rather not be in that situation. Technology moves fast and if you haven’t been targeted yet, chances are you will be before too long. It could be a very convincing message conversation, or it could be a video post on LinkedIn from someone you think you know asking for donations for a good cause – only that the actual someone you know has no idea that crooks used AI and a few seconds of video of the real person to generate a very convincing video deepfake.

ECO-LUXURY

MAXIMISING PROFITABILITY THROUGH SUSTAINABILITY

BY

In today's competitive hospitality market, integrating sustainability practices into luxury hotels isn't just a trend—it's a strategic necessity. Beyond addressing environmental concerns, it also safeguards a hotel’s bottom line and allows for the maintenance of a strong brand image. With the hospitality sector contributing significantly to global carbon emissions, notably 1%, sustainability has emerged as a critical driver for growth and resilience in the industry.

Consumer preferences are shifting, with more people prioritising ethical and environmentally conscious options. Deloitte's 2023 Travel Industry Outlook underscores this trend, highlighting the increasing demand for sustainable travel choices. Additionally, a survey conducted by Booking.com revealed that 53% of global travellers are now more committed to travelling sustainably than they were just a year ago.

Sustainable practices are no longer a luxury but a necessity for all hotels and resorts, particularly those at the higher end

of the spectrum. Embracing sustainability not only safeguards the environment but also bolsters the reputation of hotels. A failure to integrate sustainable practices can expose hospitality establishments to reputational harm, higher operational costs, loss of competitive edge, and jeopardise their long-term viability. Let’s explore how sustainable practices can benefit the hospitality industry, in particular the luxury hotel market.

Economic Advantages

Investing in sustainability measures presents significant long-term economic advantages for luxury hotels. Energy consumption represents a substantial portion of operational expenses, making it an area ripe for cost-saving initiatives. Technologies such as LED lighting and Energy Management Systems (EMS) offer tangible savings by optimising energy usage. These systems intelligently regulate heating, ventilation, and air conditioning (HVAC) systems, reducing waste

ELIAS CHAKHTOURA, CLUSTER GENERAL MANAGER, FAIRMONT AJMAN AND FUJAIRAH Fairmont Fujairah beach resort

and improving efficiency. Guest Room Management Systems further enhance energy conservation by adjusting usage based on occupancy rates.

Luxury hotels can also minimise costs by implementing waste reduction strategies. Transitioning from singleuse amenities to eco-friendly alternatives such as refillable toiletries and biodegradable materials not only aligns with sustainability goals but also reduces operational expenses. Similarly, implementing strategies to minimise food waste, such as developing menus designed to reduce kitchen waste and donating excess food to those in need, can yield substantial savings. By adopting these practices, hotels can increase operational efficiency, reduce costs, and ultimately bolster their bottom line.

Brand Reputation

In today's competitive hospitality landscape, a strong brand reputation is crucial for luxury hotels seeking to differentiate themselves. With a growing segment of consumers prioritising sustainability, demonstrating a genuine commitment to environmental responsibility can be a powerful brand differentiator. According to a survey by Trip Advisor, 62% of travellers actively seek environmentally friendly accommodations, while 78% of respondents in a Booking.com survey expressed a desire to stay at sustainable properties in the coming year. In addition, 43% of travellers are willing to pay a premium for eco-friendly accommodations, underscoring the significant market opportunity for hotels that prioritise sustainability.

Transparent communication of sustainability efforts enhances a hotel's brand image, attracting environmentally conscious travellers and fostering loyalty. By effectively showcasing their sustainability initiatives, luxury hotels can appeal to conscious consumers while reinforcing their brand identity. Leading hotels, such as Fairmont Hotels and Resorts Ajman and Fujairah, set a precedent by integrating sustainability into their digital marketing strategies, thereby attracting a loyal customer base committed to supporting environmentally responsible brands.

By integrating sustainability into their brand identity and marketing strategies, these hotels not only enhance their reputation but also set a new standard for luxury hospitality in the modern era.

Long-Term Viability

Sustainability is no longer just a moral imperative—it's essential for longterm viability in an evolving market. Luxury hotels must adapt to changing consumer preferences and regulatory requirements to remain competitive. Embracing sustainability initiatives not only mitigates risks but also positions hotels for continued success in a rapidly evolving industry landscape.

In regions like the United Arab Emirates (UAE), where hospitality plays a pivotal role in the economy, sustainability is a focal point for industry growth. With initiatives such as the declaration of 2023 as the Year of Sustainability and hosting COP28 to address climate change, the UAE underscores the importance of sustainability in the hospitality sector. The UAE welcomed approximately 16 million guests across its 1,224 hotels in the first seven months of 2023 and according to a quote in The National

from Abdulla bin Touq Al Marri, the Minister of Economy and Head of the Emirates Tourism Council, the UAE's hospitality sector plays a pivotal role in the nation's economy. By embracing sustainable practices, hotels contribute to economic growth while ensuring their own resilience in the face of evolving market dynamics.

Sustainability is integral to the success of luxury hotels in today's corporate world. By prioritising sustainability, hotels can achieve cost savings, enhance their brand reputation, and secure their long-term viability in a competitive market. As consumer consciousness continues to evolve, luxury hotels that embrace sustainability will lead the way, setting new standards for the industry while reaping the rewards of a more sustainable future.

SUSTAINABLE PRACTICES ARE NO LONGER A LUXURY BUT A NECESSITY FOR ALL HOTELS AND RESORTS, PARTICULARLY THOSE AT THE HIGHER END OF THE SPECTRUM.

ELIAS CHAKHTOURA, Cluster General Manager, Fairmont Ajman and Fujairah

INSTAGRAMMABLE HOTELS THE MOST AROUND THE WORLD

Dubai Tours & Tickets' travel experts undertook a study to determine the most Instagramworthy hotels globally. They analysed a curated list of 80 top hotels, gauging their Instagram

popularity based on the total number of hashtagged Instagram pictures featuring the hotel name shared by social media users, and here are the results.

ATLANTIS, THE PALM

Dubai

BURJ AL ARAB

Dubai

The most Instagrammable hotel in the world is the Burj Al Arab in Dubai, boasting over 2.5 million posts featuring the hotel's Instagram hashtag. Built on its own man-made island, the hotel offers 198 exclusive suites with dedicated 24-hour butler service. To put into perspective the Burj Al Arab's Instagram popularity, the hotel is posted on Instagram 2,869% more than Claridge's in London, which ranked tenth among the top 10 most Instagrammable hotels worldwide.

Ranking second is Atlantis, The Palm in Dubai, with the hashtag featured in 673,000 Instagram posts. The oceanthemed resort offers 1,544 rooms and is located on Dubai's Palm Island, offering free access to the world's largest waterpark, the Aquaventure Waterpark.

SONEVA JANI Maldives

In third place is the Soneva Jani in the Maldives, with over 423,000 hashtagged posts. The low-density luxury resort comprises 51 over-water villas and seven island residences, accessible only by seaplane from Velana International Airport or by speedboat from Kunfunadhoo Island.

The luxurious Villa d'Este in Italy secures the fourth spot with 201,000 Instagram hashtagged posts. Once a royal residence during the 16th century, the hotel sits on 25 acres of gardens with breathtaking views of Lake Como.

BELLAGIO, LAS VEGAS United States of America

Claiming fifth place is the Bellagio, Las Vegas, with over 187,000 posts dedicated to the hotel's Instagram hashtag. The hotel features the mesmerizing Fountains of Bellagio, synchronised with music and lights, boasting 1,200 water jets shooting water up to 460 feet high.

VILLA D'ESTE, LAKE COMO Italy

BEVERLY HILLS HOTEL, CALIFORNIA United States of America

The Beverly Hills Hotel in California takes sixth place, with over 143,000 Instagram posts featuring the hotel's hashtag. With 210 guest rooms, suites, and 23 bungalows, the hotel is often associated with Hollywood elite, including film stars and celebrities.

GIRAFFE MANOR Kenya

Ranking seventh is Giraffe Manor in Nairobi, Kenya, with 117,000 posts dedicated to the hotel on Instagram. Home to a herd of Rothschild giraffes, Giraffe Manor offers guests the unique opportunity to feed and photograph these majestic creatures.

RITZ, PARIS France

In eighth place is the Ritz in Paris, with over 97,100 Instagram posts featuring the hotel hashtag. The Ritz boasts 142 rooms, a spa, a swimming pool, three bars, and three restaurants, including the Michelin-starred Espadon.

CLARIDGE'S, LONDON United Kingdom

MARINA BAY SANDS HOTEL Singapore

The Marina Bay Sands Hotel in Singapore closely follows at number nine, with over 96,900 hashtagged posts on Instagram. The hotel features two exclusive Chairman Suites, each spanning 629 square meters, making them one of the largest suites in Singapore.

Rounding off the list at tenth place is Claridge's in London, with 84,300 Instagram posts featuring the hotel hashtag. Known for its extravagant Christmas displays, Claridge's has had designers like Louis Vuitton, Jimmy Choo, and Dior design their Christmas trees over the years.

KEY CONSIDERATIONS when choosing the

Right F&B Franchise

BY GAURAV SABHARWAL, CEO OF WOK BOYZ

In the vast landscape of business opportunities, franchising stands out as a promising avenue for aspiring entrepreneurs. While end-user franchising is fairly new to the UAE and the Middle East in general, home-grown brands such as WOK BOYZ are pioneering a new wave of entrepreneurship opportunities through this model. Offering a blend of autonomy and support, franchises provide a structured framework within which individuals can realize their entrepreneurial dreams. However, amidst the allure of established brands and proven business models, the journey of selecting the right franchise demands careful consideration and strategic planning. Whether you're a seasoned entrepreneur or a first-time business owner, here are some crucial factors to keep in mind when embarking on the path of franchise ownership:

1. BRAND REPUTATION: Assess the reputation and recognition of the franchise brand in the market. Look for a brand with a strong presence and positive customer feedback.

2. FRANCHISE SUPPORT: Evaluate the level of support provided by the franchisor. Consider factors such as training programs, marketing support, operational guidance, and ongoing assistance.

3. MARKET DEMAND: Analyse the demand for the franchise concept in your target market. Choose a franchise that aligns with current market trends and has a proven track record of success.

4. FINANCIAL FITNESS: Assess your financial resources and determine your budget for franchise investment. In addition to the initial franchise fee, consider ongoing royalties, marketing expenses, and operational costs. Conduct a thorough financial analysis to ensure that the franchise opportunity aligns with your budgetary constraints and offers a realistic return on investment.

5. QUALITY OF PRODUCTS AND SERVICES: Evaluate the quality of the products and services offered by the franchise. Visit existing locations or sample the products to validate their quality and consistency across multiple locations.

6. BRAND DIFFERENTIATION:

Consider the uniqueness and differentiation of the franchise brand in the market. Look for innovative concepts and distinctive offerings that set the brand apart from competitors.

7. FRANCHISE AGREEMENT TERMS:

Carefully review the terms and conditions outlined in the franchise agreement. Pay attention to factors such as territory rights, renewal options, and exit clauses to protect your interests in the long run.

8. OPERATIONAL EFFICIENCY: Assess the efficiency of the franchise's operational systems and processes. Look for franchises with streamlined operations and proven business models that optimize productivity and minimise overhead costs.

9. CUSTOMER ENGAGEMENT: Consider the level of customer engagement and brand loyalty associated with the franchise. Evaluate marketing initiatives, loyalty programs, and customer feedback mechanisms to gauge the brand's ability to attract and retain customers.

10. LONG-TERM GROWTH POTENTIAL: Look for franchises with long-term growth potential and scalability. Assess factors such as expansion plans, market saturation, and adaptability to changing consumer preferences. These considerations can empower prospective franchisees to make informed decisions and embark on a successful franchise journey.

“Home-grown brands such as WOK BOYZ are pioneering a new wave of entrepreneurship opportunities.”

GAURAV SABHARWAL, CEO of WOK BOYZ

EMERGING TRENDS IN DESTINATION MARKETING FOR HIGH-END TRAVELERS

BY DAVID BALFOUR, CO-FOUNDER, LIGHTBLUE

The luxury travel sector is being reimagined at the crossroads of innovation, adventure, and heritage, where the quest for out-of-the-ordinary journeys of discovery and enrichment is reshaping destination marketing. In an era marked by wanderlust, high-end travellers seek adventures that are as much about internal transformation as external exploration. These experiences, meticulously curated, promise a reconnection with self, culture, and nature.

Personalisation has evolved into hyper-personalisation. With AI and data analytics, luxury brands are tailoring experiences that adapt

intuitively to the traveller's unspoken wishes, creating itineraries that reflect their individual ethos. Every moment is an opportunity for the traveller to engage with a destination's most exclusive offerings, be it a private art collection tour or a tasting session with a renowned sommelier.

Sustainability has become the cornerstone of luxury travel, with eco-consciousness driving destination choice. Affluent explorers are drawn to brands that harmonise indulgence with ecological stewardship, seeking out sanctuaries where luxury and sustainability are in symbiotic existence. This new luxury is

measured by the positive footprint left on the environment, as well as the enhancement of local communities.

Authenticity in experiences is more coveted than ever. The new luxury travellers immerse themselves in the authenticity of a destination, embracing its history and traditions. Marketers are spotlighting the unique aspects of local life to create a rich tapestry of experiences that offer more than just relaxation—they offer a sense of belonging and a deeper understanding of the world.

The trend of wellness-centric retreats underscores the demand for holistic well-being. High-end destinations are responding with offerings that cater to every aspect of wellness, enveloping guests in an ambiance of tranquility and rejuvenation that extends beyond the physical space to the spiritual and emotional worlds.

Exclusivity is redefined as a blend of adventure and heritage where reconnection can occur in the most unexpected places. It could be on a remote private island, within the confines of a snowy mountain hideaway, atop a whispering desert dune, within the intimate walls of a wine estate cellar, or amidst the vibrant underground pathway of a city like La Noxe NY, hidden away at the 28th St. subway station behind an inconspicuous door.

Luxury travel today is about the seamless integration of 'Bleisure,' catering to the affluent professional whose lifestyle defies the boundaries between business and leisure. Destinations that accommodate both agendas not only attract but also retain the modern elite traveller.

Privacy and security have taken center stage, as the assurance of safety becomes as vital as the luxury experience itself. High-end travellers expect their havens to be bastions of security, where privacy is the unseen guest and peace of mind is the greatest luxury of all.

The destination marketing narrative for high-end travellers is evolving into an art form that balances the thrill of discovery with the solace of return. The aim is to ensure that travellers, irrespective of the duration of their stay, find themselves in a better place than they arrived, enriched by experiences that resonate long after the journey ends.

DAVID BALFOUR, Co-Founder, LIGHTBLUE

TECH TRENDS CHANGING CUSTOMER EXPERIENCE

BY NAJI HADDAD, VP OF EMEA AT DELIVERECT

In the world of food and beverage, succeeding long-term means managing many key foundational pillars. From operational efficiency and logistics to the intricacies of marketing and digital transformation, restaurateurs must consider and balance increasingly important investments as they continue to grow.

Whether you’re running a brand with multiple locations or just a few, at the end of the day it's all about the same things: keeping cash flow steady, growing revenue, getting your brand out there, and wowing customers every single time they walk through the door.

IN THE MIDDLE EAST

Modern tech is the driving force behind success in this sector in many ways, something which is especially important in the Middle East. It's crucial to explore tried-and-tested as well as emerging technologies to take your business forward in 2024 and beyond.

CONTACTLESS TECHNOLOGY FOR RESTAURANTS

In recent years, we’ve seen a rapid rise in QR codes and self-serve systems in restaurants, for example, that allow customers to simply scan a QR code to view the menu and order from their phones. Contactless tech like this also allows customers to choose their pre-

ferred payment methods seamlessly, easing the whole process and boosting overall satisfaction.

Having a QR code at their table means that they can directly access the digital menu from their mobile upon arrival. This alternative route provides access to a visual menu with descriptions for each dish. The different visuals and descriptions of your digital menu allow them to envision their dining experience. This easy-to-use solution is a great way to ease staff requirements and workload, allowing your team to focus on providing every customer with the best possible in-person experience.

USING DATA FOR HYPER-PERSONALISATION IN RESTAURANTS

The industry is quickly transitioning towards hyper-personalisation, which aims to tailor and adapt every aspect of the customer’s experience to their needs. This is accomplished by leveraging AI and data analytics systems to analyse vast amounts of data you capture from customers.

From the online data they share with you on food delivery platforms and the data you collect on your website and social media to any on-site data you collect, there’s plenty of opportunity for higher personalization.

Data allows for highly customized menus, tailored recommendations and promotions, special offers based on preferences, tracking important dates and occasions, and much more. While you will capture some data automatically, you can also use an instant feedback system that allows customers to share their preferences and communicate with the brand in real-time.

INTEGRATING SOFTWARE TO GROW RESTAURANT BRANDS

Staying ahead of the curve is essential for growth and expansion, and thus the choice of software is more than just a decision—it's a strategic investment in the future of your business. In an industry where efficiency and innovation reign supreme, partnering with the right software provider can mean the difference between thriving and surviving.

Some examples of software which can be integrated include invoicing, channel management, marketing, and even analytics. Software is essential for growth, whether adding locations or venturing more into e-commerce. You need a system that will allow you to track inventory and spending efficiently, analyse demand and customer trends in your restaurant, and make data-driven decisions quickly.

And while there are solutions out there which can help address your problems, they often fall short when it comes to meeting the unique needs and challenges of a growing enterprise. It’s important to find software which is tailor-made for the complexities of the F&B industry, providing flexibility, scalability, and reliability.

Modern software and hardware solutions are making restaurants more efficient across the board, minimising waste, and helping your brand create a positive customer experience. These technologies are already changing the face of the restaurant industry and are assisting growth-oriented brands to meet the expectations of modern customers.

THE INDUSTRY IS QUICKLY TRANSITIONING TOWARDS HYPERPERSONALISATION, WHICH AIMS TO TAILOR AND ADAPT EVERY ASPECT OF THE CUSTOMER’S EXPERIENCE TO THEIR NEEDS.

NAJI HADDAD, VP of EMEA at Deliverect

Transactional opportunities can be integrated at every stage of the hotel guest journey, presenting significant potential for additional revenue streams while simultaneously enhancing the guest experience. As we examine emerging technologies such as AI, biometrics, IoT devices, and others, it becomes clear that technology has the capacity to impact every facet of the hotel guest experience. With today's readily available hotel technology, hoteliers can augment their operations with increased intelligence, driving additional revenue streams.

Anytime Commerce in Hotels

Hotels can offer much more than room nights. Enabling commerce moments with technology throughout the guest journey brings two-fold benefits: significant revenue increases for hotels and an elevated guest experience. By integrating digital channels into the guest experience, hotels can

HOW TECHNOLOGY IS INCREASING REVENUE STREAMS IN HOTELS

BY PRINCE THAMPI, FOUNDER AND CEO OF HUDINI

offer table reservations and push relevant promotional offers to guests wherever they are, at any time. However, anytime commerce can evolve beyond these basic transactional options.

Hotels have a unique opportunity to implement anytime commerce by curating hotel storefronts and creating new channels of engagement with guests that drive business. There are myriad opportunities for hoteliers to explore, such as digital marketplaces and in-room showrooms in collaboration with existing suppliers and new business partners. Imagine the hotel room as a potential art gallery where guests can point their phones at the artwork on the wall, get information about the artist, and purchase the painting on the spot. This concept could also apply to inventory such as bed linen, furniture items, bathroom amenities, etc. The possibilities are endless, and scan-and-buy solutions can be seamlessly integrated with the hotel’s mobile app.

Diversifying hotel revenue can also be achieved through cross-selling in areas such as food and beverage outlets, where guests can purchase cutlery, wine glasses, or coffee cups directly at the table. Spaces like the lobby or conference venues are ideal for hosting pop-up stores displaying merchandise from local artisans and businesses. Contactless payments, such as mobile wallets and digital

payment platforms, can power these services.

Personalised Promotions

Digital communication enables hotels to interact directly with their guest’s pre-arrival, during their stay, and post-departure. By applying predictive learning and intelligent data to guest profiles, hotel tech can anticipate guest preferences even before their arrival. Hotels can then leverage guest data, such as preferences, past behaviours, and demographics, to deliver personalized promotions, experience recommendations, curated amenities, and offers at vital points of the guest journey. This increases up-sell opportunities and creates tailor-made stays, fostering guest engagement and loyalty.

Retail Collaborations

Most hotels have physical retail stores on-site. Imagine extending this to digital mediums. Through collaborations with retail brands—existing and new, luxury and local—hotels can create curated shopping experiences on their digital channels. Hotel technology enables hotels to digitally display local merchandise or special collections by luxury brands. The in-room TV transforms into a virtual runway for the new Gucci collection for one guest and a jewellery display case for another. This technology doesn’t intrude on the guest’s experience but enhances it.

In conclusion, hotels can integrate transactional opportunities at every touchpoint throughout the guest journey, expanding their service catalogue and generating additional revenue streams while simultaneously differentiating their guest experience even further.